Pearl Interactive Network is actively sourcing Knowledge Managers to Join Our Talent Community in preparation for future onsite or remote operations.The Knowledge Manager (KM) is responsible for managing and maintaining the contact center knowledge base, ensuring content accuracy, relevance, and alignment with Federal Motor Carrier Safety Administration (FMCSA) and Department of Transportation (DOT) regulations. The KM will collaborate with the Contracting Officer’s Representative (COR) and FMCSA program office subject matter experts (SMEs) to review, update, and enhance knowledge base content. Additionally, the KM will monitor regulatory updates, recommend content changes, and coordinate staff training on new policies and procedures to ensure customer service agents are well-equipped to provide accurate information.Essential Duties and Responsibilities:Knowledge Base Management & Content Accuracy:
Review existing knowledge base content for accuracy, relevance, and completeness, collaborating with the COR and FMCSA SMEs.
Monitor FMCSA and DOT news, regulations, and policy changes to ensure the knowledge base reflects the most current information.
Recommend and implement updates to knowledge base articles based on regulatory or programmatic changes.
Identify and resolve content gaps to ensure customer service representatives (CSRs) have access to accurate and comprehensive information.
Collaboration & Coordination with Stakeholders:
Act as the primary liaison between the COR, SMEs, and contractor management regarding knowledge management activities.
Coordinate with the COR and SMEs to resolve FAQ content issues or address urgent customer concerns requiring knowledge base additions or modifications.
Work with customer service teams and federal staff to ensure timely updates and accurate information flow.
Training & Process Implementation:
Collaborate with contractor management to alert and train customer service staff on knowledge base updates, regulatory changes, and emerging customer issues.
Maintain and update Standard Operating Procedures (SOPs) in coordination with the COR to ensure compliance with federal guidelines.
Support the development and execution of training programs to keep CSRs informed about knowledge base changes and best practices.
Education and/or Work Experience Requirements:
Bachelor’s degree in Knowledge Management, Information Systems, Communications, Business Administration, or a related field (or equivalent experience).
3-5 years of experience in knowledge management, content development, or contact center operations.
Strong understanding of federal regulations, policy updates, and compliance requirements related to FMCSA and DOT.
Experience in knowledge base administration, document control, and SOP development.
Ability to analyze complex regulations and translate them into clear, accessible content for customer service teams.
Excellent collaboration, communication, and stakeholder engagement skills.
Strong attention to detail, organization, and continuous improvement in content management.
Physical Requirements:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.Background Investigation to include Security/EQIP Clearance, Drug Screening, and Skills Assessment may be required.Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
