AI Knowledge Management & Content Governance Lead

Conviva Care Solutions; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Conviva Care Solutions seeks an Organizational Effectiveness Lead to guide knowledge management strategy and governance for a VA contract. You will ensure content is accurate, accessible, and aligned with contract requirements, customer service expectations, and business priorities.

You will partner with process improvement, operations, training, quality, and technology teams to translate new processes into clear documentation and work instructions while applying AI and best practices to improve

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years of knowledge management, process documentation, organizational effectiveness, or related experience.
• 3+ years of experience in related functions.

Responsibilities

• Develop and lead the knowledge management strategy for the VA contract, including governance, standards, taxonomy, content lifecycle, version control, and operating model to support consistent, compliant, and effective service delivery.
• Partner with process improvement professionals and operational leaders to create, review, and maintain process documentation, standard operating procedures, job aids, decision trees, work instructions, and other operational content for new and changing processes.
• Evaluate and apply AI-enabled capabilities and industry best practices to improve content creation, organization, searchability, usability, retrieval, summarization, and overall knowledge experience for associates and leaders.
• Work closely with operations, process improvement, training, quality, compliance, and technology teams to ensure knowledge assets support implementation, operational readiness, workforce adoption, and a consistent customer experience.
• Establish review cycles, quality controls, and monitoring processes to ensure content remains accurate, current, compliant, and aligned with contract, regulatory, and business requirements; identify opportunities for improvement.
• Track and report on knowledge management effectiveness, content health, usability, adoption, and documentation readiness to support leadership visibility and continuous improvement decisions.

Skills

Knowledge management

Process documentation

Organizational effectiveness

Operations support

Content governance

Education

Bachelor's degree in business, organizational development, communications, education, information management, operations, or a related field

Job description

Become a part of our caring community

This position is created specifically to assist with Humana's efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana's receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination.

Job Description Summary

The Organizational Effectiveness Lead is responsible for leading the knowledge management strategy, governance, and execution required to support service delivery, operational consistency, and workforce effectiveness under the VA contract. This role ensures that operational knowledge, process documentation, and support content are organized, current, accessible, and aligned to contract requirements, customer service expectations, and business priorities.

This position leads the development of a structured knowledge management approach that enables associates, leaders, and support teams to efficiently access accurate information needed to perform their roles and deliver a consistent service experience. The role evaluates and applies industry best practices for content design, organization, maintenance, usability, and governance, while also exploring and leveraging artificial intelligence and other digital capabilities to improve content creation, searchability, retrieval, and overall user experience.

The Organizational Effectiveness Lead works closely with process improvement professionals, operational leaders, training teams, quality teams, and technology partners to translate new and changing processes into clear, practical, and effective documentation. This includes standard operating procedures, process guides, decision support content, job aids, work instructions, and other operational reference materials that support readiness, compliance, and continuous improvement.

This role is accountable for establishing content standards, documentation frameworks, review cycles, and quality controls to ensure knowledge assets remain accurate, usable, and sustainable. The position also helps drive adoption of knowledge tools and content practices across the organization, supporting employee performance, change readiness, and a positive customer experience.

The Organizational Effectiveness Lead exercises independent judgment in managing complex documentation and knowledge strategy needs, balancing operational demands, compliance requirements, content usability, and evolving business priorities with minimal supervision.

Our Government Contract Requires US Citizenship for this Position

KEY ACCOUNTABILITIES

• 30% Develop and lead the knowledge management strategy for the VA contract, including governance, standards, taxonomy, content lifecycle, version control, and operating model to support consistent, compliant, and effective service delivery.
• 25% Partner with process improvement professionals and operational leaders to create, review, and maintain process documentation, standard operating procedures, job aids, decision trees, work instructions, and other operational content for new and changing processes.
• 15% Evaluate and apply AI-enabled capabilities and industry best practices to improve content creation, organization, searchability, usability, retrieval, summarization, and overall knowledge experience for associates and leaders.
• 15% Work closely with operations, process improvement, training, quality, compliance, and technology teams to ensure knowledge assets support implementation, operational readiness, workforce adoption, and a consistent customer experience.
• 10% Establish review cycles, quality controls, and monitoring processes to ensure content remains accurate, current, compliant, and aligned with contract, regulatory, and business requirements; identify opportunities for improvement.
• 5% Track and report on knowledge management effectiveness, content health, usability, adoption, and documentation readiness to support leadership visibility and continuous improvement decisions.

This role description in no way states or implies that the key accountabilities above are the only ones being performed by the individual(s) with this role description. The individual(s) may be called upon and required to follow other instructions or perform other duties and tasks requested by his or her supervisor, consistent with the purpose of the position, department and/or company objectives.

Use your skills to make an impact

Required Qualifications

Bachelor's degree in business, organizational development, communications, education, information management, operations, or a related field. Or equivalent professional experience.

5+ years of experience in knowledge management, process documentation, organizational effectiveness, operations support, or a related function.

3+ years of experie