Knowledge Base Content Strategist

The NYCHA Call Center is seeking a Knowledge Base Content Strategist to own and elevate the content experience that powers service for New York City public housing residents. This role leads the end-to-end strategy, design, and governance of a centralized knowledge base used daily by 100+ customer service representatives and internal stakeholders.

The selected candidate will transform complex housing policies and procedures into clear, task-oriented, plain-language content that enables faster, more accurate, and more empathetic service. Your work will directly impact service quality, consistency, and the resident experience across every call.

The ideal candidate brings a strong background in content design, usability, and knowledge management systems, with a proven ability to structure information for real-time use in high-volume service environments. You are both strategic and hands-on and able to define content standards while actively writing, editing, and optimizing content based on user needs and performance data.

This role reports directly to the Director and partners closely with operations, policy, and business teams to ensure content is accurate, current, and aligned with service goals.

Examples of typical tasks include but are not limited to the following:

• Oversee knowledge base creation, including strategy, standards, design, development, and maintenance process.
• Write, edit, and publish content for CCC knowledge base, Communication Bulletins and training material based on existing source material for Section 8 and Public housing.
• Work with internal business units and support teams to ensure that content is accurate, consistent, functional, user-friendly, and efficiently maintained.
• Create a plan to evaluate content’s effectiveness using reporting and feedback. Plan, coordinate, and implement updates as needed.
• Create, maintain, document, and train on content strategy, standards, and procedures.

Additional Information

1.

Nycha

employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).

2.

Nycha

residents are encouraged to apply.

Nycha

provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Preferred Skills

• Bachelor’s degree in communications, English, Information Management, Knowledge Management, or a related field
• Strong skills in writing, editing, and organizing content for clarity, usability, and accuracy
• Ability to collaborate with subject matter experts (SMEs) and frontline staff to gather and verify content
• Excellent attention to detail and a methodical approach to maintaining accurate, up-to-date information
• Strong organizational and project management skills; able to manage multiple priorities and meet deadlines
• Experience launching or redesigning a knowledge base or help center from the ground up
• Experience using knowledge management platform (e.g., Zendesk, Salesforce Knowledge, ServiceNow, Confluence, or similar tools)
• Experience in content management, knowledge base development, or technical writing (especially for customer service or call center environments)

Residency Requirement

NYCHA has no residency requirements.

Additional Information

1.

Nycha

employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).

2.

Nycha

residents are encouraged to apply.

Nycha

provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).