Marketing Knowledge Management & Process Governance Specialist

This position serves as the steward of customer service knowledge, process governance, and operational consistency across the Marketing Customer Service function. This role establishes and maintains the systems, documentation, standards, and training resources that enable teams to deliver consistent, efficient, and scalable customer support. The position ensures organizational knowledge is accessible, accurate, current, and aligned with evolving business processes.

Heartland Dental is the nation's largest dental support organization, providing non-clinical, administrative support services to over 3,000 dentists in more than 1,900 offices across 39 states and the District of Columbia. With annual revenues exceeding $2.5 billion, we continue to expand our nationwide footprint through same-office growth and new affiliations. To give you an idea of the team structure, you will work on a team with Marketing Experience Specialists, reporting to the Marketing Planning & Analysis Senior Manager.

Below is an overview of the duties and responsibilities you would take on in this role:

Own and continuously improve the knowledge management program for Field Marketing and Customer Service team members. Establish content standards, ownership, review cycles, approval workflows, version control, and lifecycle requirements for the internal and customer facing resources. Conduct periodic audits and coordinate the update, archival, or retirement of outdated content.

Oversee the governance, quality, accessibility, and publication of content across knowledge bases, intrant resources, and shared platforms. Develop and maintain customer facing articles, FAQs, communication templates, scripts, quick reference guides, and escalation resources that support consistent and efficient service.

Develop and enhance customer self-service resources, including how-to articles, guides, videos, FAQs, and resource libraries. Monitor adoption, customer needs, and support trends to improve content effectiveness, increase customer independence, and reduce avoidable support requests.

Design, document, and maintain standard operating procedures (SOPs), workflow diagrams, process maps, decision trees, and governance documentation. Ensure all documentation follows consistent formatting, approval, and version-control standards.

Develop and deliver onboarding and training programs for Field Marketing and Customer Service team members, including Heart Link, Ring Central, customer service procedures, knowledge resources, and operational workflows. Measure training effectiveness and identify opportunities for continuous improvement.

Develop reporting and performance metrics related to knowledge utilization, self-service adoption, training effectiveness, article quality, and process compliance. Analyze trends and implement improvements that enhance customer experience and operational efficiency.

Collaborate with subject matter experts, service owners, Customer Service COE leaders, and cross-functional teams to capture institutional knowledge, implement process improvements, and ensure changes are effectively documented, communicated, trained, and adopted throughout the organization.

• Bachelor’s degree in Marketing, Business, Project Management, or a related field; or a minimum of 3-5 years of progressive experience in project management, knowledge management, or process governance
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Experience creating process documentation, SOPs, training materials, and knowledge resources.
• Demonstrated experience with process improvement methodologies and workflow redesign.
• Strong written and verbal communication skills with the ability to influence stakeholders across all levels of the department.
• Excellent facilitation, relationship-building, and collaboration skills.
• Strong judgment and decision-making capabilities.
• Proficiency with Microsoft Office Suite, reporting tools, workflow management systems, and collaboration platforms.
• Ability to manage multiple…