Description
Reporting to the Director of Learning, Knowledge Management and Platform Enablement, the Senior Manager, Knowledge Management is a strategic people leadership role responsible for leading the knowledge management function that supports Customer Operations and Coverage Review Operations.
This leader oversees a team of knowledge management professionals responsible for creating, maintaining, governing, and continuously improving operational knowledge assets that support advocate performance, leader effectiveness, operational readiness, and service delivery outcomes.
The role ensures operational content remains accurate, accessible, consumable, and aligned to evolving business needs.
Key Responsibilities
- Knowledge Management Governance & Operations
- Lead the day-to-day execution of the knowledge management function supporting Customer Operations and Coverage Review Operations.
- Implement and sustain governance processes, standards, and operating procedures that ensure content quality, consistency, and compliance.
- Establish scalable processes for knowledge intake, content creation, review, publishing, maintenance, validation, and retirement.
- Content Lifecycle Management
- Oversee the full lifecycle of operational knowledge assets from creation through archival and retirement.
- Establish validation schedules, content review requirements, and knowledge health management routines.
- Drive initiatives to eliminate duplicate, conflicting, outdated, or low-value content.
- Knowledge Usability & Adoption
- Collaborate with platform, product, and technology partners to improve knowledge accessibility, search effectiveness, and overall knowledge experience.
- Monitor user feedback, operational insights, and content performance indicators to improve knowledge usability.
- Team Leadership & Talent Development
- Lead, coach, and develop a team of knowledge management professionals responsible for content operations, governance, authorship, and knowledge effectiveness.
- Establish performance expectations, priorities, and success measures aligned to operational objectives.
- Stakeholder Partnership & Influence
- Serve as a trusted partner to Operations, Training, Quality, and Technology leaders.
- Facilitate governance forums, content prioritization discussions, and operational planning activities.
- Measurement & Continuous Improvement
- Monitor knowledge health metrics including content quality, usage trends, lifecycle compliance, user feedback, search effectiveness, and operational impact.
- Partner with measurement and analytics resources to evaluate knowledge effectiveness and identify improvement opportunities.
- Operational Readiness & Change Enablement
- Ensure knowledge teams are prepared to support business transformations, operational changes, policy updates, and strategic initiatives.
- Coordinate knowledge readiness activities to support successful implementation of operational changes.
Required Qualifications
- High School Diploma or G.E.D. required; Bachelor's degree preferred.
- 5+ years of progressive leadership experience in knowledge management, content operations, operations enablement, learning, quality, operational readiness, or related disciplines.
- 3+ years of people leadership experience.
- Demonstrated expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies that support human and AI agent consumption.
Preferred Qualifications
- Bachelor's or advanced degree in Business, Communications, Education, Knowledge Management, Library Science, Organizational Development, Healthcare Administration, or a related field.
- Experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions.
- Knowledge Management and Technical Writing certifications.
- Experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools.
Benefits
- Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.
- 401(k), company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.