Knowledge Base Content Strategist
$80,000–$80,000 year
On-site · Long Island City, New York, United States
Job Summary
Knowledge Base Content Strategist responsible for owning and elevating the content experience powering NYCHA's centralized knowledge base used by 100+ customer service representatives and internal stakeholders. Transforms complex housing policies into clear, task-oriented plain-language content to enable faster, more accurate, and empathetic service. Leads end-to-end strategy, design, and governance, defines content standards, and actively writes, edits, and optimizes content based on user needs and performance data. Collaborates with operations, policy, and business teams to ensure content is accurate, current, and aligned with service goals. Examples of tasks include overseeing knowledge base creation, writing/editing/publishing content for the knowledge base, training materials, coordinating with internal units for accuracy and functionality, evaluating content effectiveness via reporting and feedback, and maintaining documentation on content strategy and procedures.
Required 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
- 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
- Education and/or experience which is equivalent to the above, with at least one year of experience as described in the first item
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