Senior Manager, Knowledge Management Strategy & Enablement
New
E
EvernorthHealthcare Operations
United StatesFull-TimeManager
Salary$127,100–$211,900 USD
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Job Details
- Experience
- 5+ years of progressive leadership experience; 3+ years of people leadership experience
- Required Skills
- LeadershipOperations Management
Requirements
- High School Diploma or G.E.D. required; Bachelor’s degree preferred.
- 5+ years of progressive leadership experience in knowledge management, content operations, or related fields.
- 3+ years of people leadership experience.
- Demonstrated expertise in knowledge management governance and content lifecycle management.
- Understanding of technical writing standards and content strategies for AI and human consumption.
- Strong understanding of customer operations and contact center environments.
- Ability to influence stakeholders and build alignment in matrixed organizations.
- Strong written, verbal, and executive-level communication skills.
- Proficiency in enterprise knowledge management platforms and search technologies.
- Organizational skills and attention to detail.
Responsibilities
- Lead the day-to-day knowledge management function supporting Customer Operations and Coverage Review Operations.
- Establish governance processes, standards, and knowledge architecture to promote content quality and compliance.
- Oversee the complete lifecycle of operational knowledge assets from creation through archival.
- Ensure content is optimized for both human users and AI agents.
- Partner with platform, product, and technology teams to improve search effectiveness and user experience.
- Monitor user feedback and performance metrics to drive continuous improvement.
- Lead, coach, and develop a team of knowledge management professionals.
- Facilitate governance forums and translate operational challenges into knowledge management strategies.
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