Senior Manager, Enterprise Knowledge Management Strategy – Enablement

• Lead the day-to-day knowledge management function supporting Customer Operations and Coverage Review Operations
• Implement and sustain governance processes, standards, and operating procedures for content quality, consistency, and compliance
• Establish scalable processes for knowledge intake, creation, review, publishing, maintenance, validation, archival, and retirement
• Oversee the full lifecycle of operational knowledge assets
• Drive elimination of duplicate, conflicting, outdated, or low-value content
• Improve knowledge accessibility, search effectiveness, usability, and delivery for humans and AI agents
• Monitor user feedback, operational insights, content performance, knowledge health metrics, usage trends, lifecycle compliance, and search effectiveness
• Partner with Operations, Training, Quality, Product, Technology, Learning, Readiness, Measurement, Analytics, and Performance Consulting teams
• Lead, coach, and develop knowledge management professionals
• Establish performance expectations, priorities, and success measures
• Provide coaching, performance management, and career development support
• Facilitate governance forums, content prioritization discussions, and operational planning
• Translate operational requirements into knowledge management plans and priorities
• Communicate progress, risks, opportunities, and recommendations to leadership
• Drive continuous improvement using operational data and stakeholder feedback
• Coordinate knowledge readiness for transformations, operational changes, policy updates, and strategic initiatives
• Assess operational impacts and prioritize knowledge updates to support workforce readiness
• Support adoption of new processes, tools, capabilities, and knowledge management practices

• 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
• Expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies supporting human and AI agent consumption
• Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support functions
• Strong understanding of customer operations, service delivery environments, or operational support functions
• Ability to influence stakeholders and drive alignment across highly matrixed organizations
• Strong written, verbal, and executive-level communication skills
• Ability to balance strategic thinking with operational execution in a fast-paced environment
• Candidates residing within 50 miles of Bloomfield, CT;
  Chattanooga, TN;
  Denver, CO;
  Scottsdale, AZ; or St Louis, MO must work onsite 3 days per week
• If working at home, cable broadband or fiber optic internet service with at least 10
  
  Mbps download/5
  
  Mbps upload
• Preferred: experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions
• Preferred:
  Knowledge Management and Technical Writing certifications
• Preferred: experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools
• Preferred: experience supporting AI-enabled knowledge experiences and content optimization initiatives
• Preferred: demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities

Demonstrates expertise in knowledge management governance, content lifecycle management, and operational readiness, with a strong focus on improving content quality and accessibility for…