Senior Manager, 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
• Establish processes for knowledge intake, content creation, review, publishing, maintenance, validation, and retirement
• Oversee the full lifecycle of operational knowledge assets
• Establish validation schedules, content review requirements, and knowledge health routines
• Eliminate duplicate, conflicting, outdated, or low-value content
• Improve knowledge accessibility, search effectiveness, and knowledge experience
• Monitor user feedback, operational insights, content performance, and knowledge health metrics
• Drive adoption of knowledge management practices and standards across operational teams
• Lead, coach, and develop a team of knowledge management professionals
• Establish performance expectations, priorities, and success measures
• Build team capabilities in knowledge management, content operations, technical writing, governance, and emerging technologies
• Partner with Operations, Training, Quality, Product, Technology, Learning, Readiness, and Performance Consulting teams
• 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
• Evaluate knowledge effectiveness and drive continuous improvement using operational data and stakeholder feedback
• Support reporting and governance routines
• Coordinate knowledge readiness for business transformations, operational changes, policy updates, and strategic initiatives
• Prioritize knowledge updates and support adoption of new processes, tools, and capabilities

• High School Diploma or G.E.D. required
• 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
• 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
• If working from home, cable broadband or fiber optic internet service with at least 10 Mbps download and 5 Mbps upload
• Bachelor's degree preferred
• Bachelor's or advanced degree in a relevant field preferred
• Healthcare, customer service, contact center, or regulated-business experience 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

Demonstrates expertise in Knowledge Management Governance, Content Lifecycle Management, and Technical Writing Standards, while effectively leading teams to enhance operational readiness and knowledge accessibility. Proven ability to influence stakeholders and drive alignment in complex organizational structures.

• Knowledge Management Governance
• Content Lifecycle Management
• Technical Writing…