Lead Director, HR Knowledge Management

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

The HR Knowledge Management Lead is responsible for defining and executing CVS Health's enterprise HR knowledge management strategy, ensuring HR content is centralized, governed, accurate, accessible, and optimized for self-service and AI-enabled experiences. This leader oversees the knowledge management platform, operating model, content governance framework, and roadmap across HR policies, payroll, benefits, compliance, and process documentation.

• Own the enterprise HR knowledge management strategy, roadmap, operating model, and platform.
• Establish and maintain a centralized source of truth for HR knowledge.
• Define knowledge architecture, taxonomy, metadata, and content standards to improve usability, discoverability, and reuse.
• Consolidate HR content from disparate repositories into a unified knowledge platform.
• Partner with DDAT and vendors to enhance platform capabilities, integrations, and user experience.
• Ensure knowledge assets support both self-service and AI-driven consumption.

• Establish governance processes, including content ownership, review cycles, approval workflows, version control, and retirement standards.
• Define and enforce content quality, accessibility, and documentation standards.
• Conduct content audits and manage remediation of outdated, duplicate, or incomplete content.
• Partner with Legal, Compliance, Privacy, and HR stakeholders to ensure content accuracy and regulatory compliance.
• Maintain inventory, ownership, and lifecycle management of HR knowledge assets.
• Develop and track knowledge quality metrics and governance scorecards.

• Enable effective self-service for colleagues and managers through clear, accessible HR content.
• Partner with Product Experience teams to optimize knowledge across portals, search, mobile, chatbots, and AI assistants.
• Use employee feedback, journey mapping, and analytics to improve content usability and adoption.
• Drive contact center deflection and service efficiency through improved content quality and discoverability.
• Build content management capability across HR teams through training and enablement.

• Lead knowledge readiness efforts for AI-powered HR services, including conversational AI, intelligent search, and generative AI assistants.
• Ensure content is structured, governed, and tagged to maximize AI accuracy and effectiveness.
• Partner with AI and DDAT teams to identify, test, and scale knowledge-driven AI use cases.
• Establish guardrails and governance for AI-generated and AI-surfaced content.
• Monitor and improve AI-related knowledge metrics, including accuracy, resolution, and user satisfaction.

• Define and monitor KPIs such as self-service adoption, case deflection, content quality, search effectiveness, and service efficiency.
• Provide regular reporting and business reviews to HR leadership.
• Manage vendor relationships and influence technology investment priorities.
• Lead and develop a team of Knowledge Management Analysts and content specialists.
• Partner across HR functions to identify knowledge gaps, improve processes, and support organizational change initiatives.

• 10+ years of progressive experience in knowledge management, content strategy, technical writing, HR operations, shared services, or a related discipline, including people leadership experience.
• Proven success in building and leading a centralized knowledge management function within a large, complex organization.
• Deep experience with knowledge management platforms such as Service Now Knowledge, SharePoint, Guru, or Confluence.
• Experience with HR technology platforms and…