Manager, Strategy and Operations

In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we’ve expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We’ve done the same for our people (VEGgies), finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong.

We’re rethinking emergency care from every angle—from how we run our hospitals to how we support the people working inside them. That’s where our headquarters team comes in. Whether building technology to make our hospitals more efficient, recruiting and growing incredible VEGgies, or bringing our brand to life through marketing, our VQ (VEG Headquarters) team makes it all possible—ensuring our hospitals and people have everything they need to help pets and their families.

VEG is a 2025 and 2026 certified Great Place to Work®.

THE JOB

At VEG, we find a way to say YES—and this role brings that mindset to how VEGgies find, trust, and use knowledge. As VEG grows, our teams need fast access to clear, current information they can act on.

As Manager, Knowledge Strategy and Operations, you’ll build and run how knowledge works across VEG—creating clear standards for how information is organized, owned, maintained, and found. You’ll partner with subject-matter experts across the business and with our Service Now team to turn distributed expertise into trusted, useful knowledge.

You’ll help VEGgies find answers faster, strengthen ownership of knowledge across teams, and build smarter self-service through search insights, feedback, virtual agents, AI, and automation.

WHAT YOU’LL DO

• Knowledge Strategy: Build and run the standards for how knowledge is created, organized, owned, reviewed, updated, and retired across VEG.
• Knowledge Operations: Prioritize and improve the existing knowledge library while creating sustainable processes that keep information current as VEG grows.
• Shared Ownership: Partner with subject-matter experts across functions to clarify ownership, maintain content, and resolve guidance that is missing, conflicting, or overlapping.
• Knowledge
  
  Experience:
  
  Partner with our Service Now and technology teams to improve how VEGgies search for, find, and use information.
• Insights and Innovation: Use search behavior, support patterns, feedback, virtual-agent data, and AI experimentation to identify gaps and continuously improve self-service.

WHAT YOU NEED

• 5+ years of experience in knowledge management, content operations, digital workplace, employee self-service, or a related field, including experience building or significantly improving an enterprise knowledge program.
• Experience designing and operating knowledge governance and information architecture
  , including content ownership, taxonomy, review cycles, lifecycle management, and large-scale content cleanup or migration.
• Strong writing, editing, and cross-functional influence
  , with experience turning complex subject-matter expertise into clear guidance and aligning stakeholders without direct authority.
• Experience with enterprise knowledge or self-service platforms and using search analytics, support trends, or user feedback to improve the experience;
  Service Now, virtual-agent, automation, or AI-enabled knowledge experience is a plus.
• 4 days in office required; HQ located in White Plains, NY.

WHO YOU ARE

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others,…