Senior Knowledge Manager

Acumen Fiscal Agent facilitates freedom, choice, and opportunity through innovative fiscal agent solutions.

Change lives. Lead work that matters.

ROLE AND ESSENTIAL FUNCTIONS

At Acumen Fiscal Agent, we help people live more independently. We partner with state governments, health plans, and community programs to administer self-directed care programs, enabling individuals with disabilities, aging adults, and veterans to hire and manage their own caregivers while remaining in their homes and communities.

Behind the scenes, we operate the systems and processes that make this possible, including payroll, tax compliance, enrollment, customer service, financial operations, and electronic visit verification.

We are hiring a Senior Knowledge Manager to establish and lead Acumen's enterprise knowledge management function. As Acumen continues to grow across more than 120 programs in 35 states, this newly created role defines how critical product, process, and program knowledge is owned, maintained, and delivered to the people who need it.

The immediate priority for this role will be establishing Acumen's enterprise knowledge governance strategy, including the governance model, ownership of critical product and operational knowledge across departments, and documentation standards for new product and release readiness.

This is a strategic leadership role rather than a technical writing or content administration position. The successful candidate will independently own knowledge strategy and governance, create accountability across departments without direct authority, communicate effectively with executives, and move the organization forward with appropriate autonomy.

Ideal Experience

The strongest candidate will have experience with several of the following:

• Building a knowledge management function, governance model, or enterprise content program from the ground up
• Cross-functional content ownership models, governance councils, or review cycles
• Documentation as a release or launch requirement within product development
• Knowledge-Centered Service (KCS) or a comparable knowledge management methodology
• Self-service, support deflection, or performance support content strategy
• Multi-state or multi-program operations where processes vary by location
• Using AI to optimize knowledge operations and embedding AI capabilities into an enterprise knowledge management strategy

What You'll Do

You will own Acumen's knowledge management strategy from definition through governance design, adoption, and ongoing measurement.

Set Knowledge Strategy and Governance

• Develop and own Acumen's enterprise knowledge management strategy and roadmap, including opportunities to responsibly leverage AI to improve knowledge discovery and reuse
• Assess the current state of enterprise knowledge, including where critical knowledge lives, who maintains it, and where ownership, structure, findability, and currency can be strengthened
• Design and implement the knowledge governance model, including content ownership, review cycles, retirement standards, decision rights, and controls that keep knowledge accurate, compliant, and trustworthy across human- and AI-enabled experiences
• Establish operating cadences for governance reviews that keep priorities aligned and ownership clear

Establish Ownership at the Source

• Define a documentation ownership model that clarifies what Product, operational teams, and Training each create and maintain
• Partner with Product and Technology teams to make documentation a standard part of release readiness, so new products and releases launch with usable knowledge content and defined role impacts
• Coach content owners across departments to author and maintain their own knowledge to enterprise standards
• Lead adoption of knowledge ownership practices through influence, coaching, and visible early wins rather than positional authority

Build Standards That Scale

• Establish enterprise standards for authoring, content quality, metadata, taxonomy, and information architecture that support consistent human use and future AI-enabled knowledge capabilities
• Build knowledge standards and processes once and scale them consistently across programs and states, accounting for program-level variation without duplicating effort
• Audit priority knowledge content on a recurring cycle and hold owners accountable for correcting, consolidating, or retiring outdated material

Drive Alignment, Accountability, and Decisions

• Partner with Product, Operations, Customer Support, Process Improvement,…