Director, Global Knowledge Management

Ladders; United States; Remote; USD 184,000 - 294,000; Full time

Benefits offered by this job

Medical, dental, vision, and wellness

401(k) and financial counseling

Paid time off and parental leave

Educational assistance

Employee assistance programs

Job summary

Ladders is seeking a Director, Global Knowledge Management to shape the enterprise knowledge strategy across a global healthcare services organization. This leader will partner with IT and Digital teams to improve how knowledge is created, stored, and accessed, enhancing service delivery.

The role is remote, offers the opportunity to scale knowledge across regions, and requires deep expertise in governance, metrics, and Knowledge-Centered Service practices to drive operational excellence.

Qualifications

• Bachelor’s degree required; advanced degree or certifications preferred in Knowledge Management or related fields.
• 10+ years of experience in Knowledge Management, Service Operations, or related fields.
• 5+ years of experience leading teams or large-scale cross-functional programs.
• Experience establishing governance models and KPIs in a matrixed environment.
• Preferred experience with Knowledge-Centered Service (KCS) and CRM platforms like Salesforce.

Responsibilities

• Define and execute a multi-year global Knowledge Management strategy.
• Establish a scalable global operating model for various regions and functions.
• Drive adoption of Knowledge-Centered Service principles across Global Customer Service.
• Communicate strategy and progress to senior executives with clear reporting.
• Define global standards for content governance and article management.
• Partner with IT and Digital teams to enhance knowledge accessibility.
• Define KPIs and performance management routines to measure knowledge effectiveness.

Skills

Knowledge Management

Service Operations

Team Leadership

KCS Principles

Education

Bachelor's degree

Advanced degree or certifications preferred

Tools

Salesforce

Job description

For our client, we are seeking a Director, Global Knowledge Management to join the team of a leader in the Healthcare space. This leader will shape the enterprise knowledge strategy that supports global customer service and operational excellence across a matrixed healthcare organization. The role will establish governance, operating rhythms, and performance measures that improve how knowledge is created, managed, and used across regions and functions. It will also partner closely with technology and digital teams to make information easier to find, use, and scale in support of better service delivery.

Location: Remote

Compensation: $183,700 – $293,900 annually

Responsibilities

• Define and execute a multi-year global Knowledge Management strategy.
• Establish a scalable global operating model for various regions and functions.
• Drive adoption of Knowledge-Centered Service principles across Global Customer Service.
• Communicate strategy and progress to senior executives with clear reporting.
• Define global standards for content governance and article management.
• Partner with IT and Digital teams to enhance knowledge accessibility.
• Define KPIs and performance management routines to measure knowledge effectiveness.

Qualifications

• Bachelor’s degree required; advanced degree or certifications preferred in Knowledge Management or related fields.
• 10+ years of experience in Knowledge Management, Service Operations, or related fields.
• 5+ years of experience leading teams or large-scale cross-functional programs.
• Demonstrated experience in building or scaling Knowledge Management capabilities.
• Experience establishing governance models and KPIs in a matrixed environment.
• Proven ability to lead change in complex organizations.
• Preferred experience with Knowledge-Centered Service (KCS) and CRM platforms like Salesforce.

Benefits

• Medical, dental, vision, and wellness resources.
• 401(k) and financial counseling programs.
• Paid time off and parental leave.
• Educational assistance and caregiving support.
• Employee assistance programs and legal services.

Our client is an equal opportunity employer.