Director, Enterprise Knowledge Strategy & Enablement

Jobtailor; Arizona; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Jobtailor seeks aSenior Knowledge Management Leader to direct the day-to-day knowledge management function across Customer Operations and Coverage Review Operations. You will implement governance, standards, and operating procedures to ensure content quality and compliance.

You will establish scalable processes for content intake, creation, review, publishing, maintenance, validation, archival, and retirement, while overseeing the full lifecycle of knowledge assets.

Qualifications

• High School Diploma or GED required; Bachelor's degree preferred.
• 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, and technical writing standards.
• Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support functions.
• Strong 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.
• Candidates residing within 50 miles of Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; or St Louis, MO must work onsite 3 days per week.
• Preferred: experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions.
• 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: demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities.

Responsibilities

• Lead the day-to-day knowledge management function supporting Customer Operations and Coverage Review Operations
• Implement and sustain governance processes, standards, and operating procedures for content quality, consistency, and compliance
• Establish scalable processes for knowledge intake, creation, review, publishing, maintenance, validation, archival, and retirement
• Oversee the full lifecycle of operational knowledge assets
• Drive elimination of duplicate, conflicting, outdated, or low-value content
• Improve knowledge accessibility, search effectiveness, usability, and delivery for humans and AI agents
• Monitor user feedback, operational insights, content performance, knowledge health metrics, usage trends, lifecycle compliance, and search effectiveness
• Partner with Operations, Training, Quality, Product, Technology, Learning, Readiness, Measurement, Analytics, and Performance Consulting teams
• Lead, coach, and develop knowledge management professionals
• Establish performance expectations, priorities, and success measures
• Provide coaching, performance management, and career development support
• 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
• Drive continuous improvement using operational data and stakeholder feedback
• Coordinate knowledge readiness for transformations, operational changes, policy updates, and strategic initiatives
• Assess operational impacts and prioritize knowledge updates to support workforce readiness
• Support adoption of new processes, tools, capabilities, and knowledge management practices

Skills

Knowledge Management Governance

Content Lifecycle Management

Operational Readiness

People Leadership

Stakeholder Influence

Executive-Level Communication

Strategic Thinking

Operational Execution

Written Communication

Verbal Communication

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Enterprise Knowledge Management Platforms

Content Repositories

Search Technologies

Knowledge Delivery Tools

AI-Enabled Knowledge Experiences

Job description

Jobtailor seeks aSenior Knowledge Management Leader to direct the day-to-day knowledge management function across Customer Operations and Coverage Review Operations. You will implement governance, standards, and operating procedures to ensure content quality and compliance.

You will establish scalable processes for content intake, creation, review, publishing, maintenance, validation, archival, and retirement, while overseeing the full lifecycle of knowledge assets.