Director, Knowledge Management

Acosta; Atlanta (GA); Presencial; USD 144.000 - 180.000; Jornada completa

Descripción de la vacante

Acosta is seeking a seasoned Leader to build and govern the GBS knowledge infrastructure supporting its dual-hub GCC. You will own the SOP library, process map governance, RACI documentation, knowledge repository, and GCC knowledge transfer, ensuring no migration occurs without a complete, signed-off package.

Qualifications include 7–10 years in GBS/shared services with leadership experience, strong BPMN/process documentation, and proven ability to design KM systems using SharePoint.

Formación

• Experience building SOP libraries and KM systems in GCC/SSC environments.
• Strong BPMN and process documentation skills.
• Experience with SharePoint/OneDrive knowledge repositories.
• Ability to extract and translate tribal knowledge into structured docs.
• Excellent analytical, problem-solving and project management skills.
• Strong communication and stakeholder management abilities.
• Experience with Process Mining tools (Celonis preferred).
• Lean Six Sigma Green Belt preferred; GCC transition experience preferred.

Responsabilidades

• Knowledge Repository Design & Governance: Design and maintain the GBS central knowledge repository as single source of truth.
• SOP Templates & Process Documentation: Develop the GBS SOP master library across Finance, HR, Procurement, IT, and BAS.
• Process Mapping Standards: Define and govern BPMN-aligned process mapping with approval workflows.
• RACI Documentation: Design and maintain the GBS RACI master across functions, geographies, and operating model layers.
• GCC Knowledge Transfer & Onboarding: Build and manage the GCC knowledge transfer playbook with schedules and go-live readiness.
• Documentation Quality & AI Readiness: Conduct readiness reviews and ensure dual sign-off on critical docs.
• Influence enterprise operating model decisions and global services transformation through insights.
• Advise executives on risks, maturity, and automation opportunities during large-scale transformation.
• Oversee knowledge management strategy and lead analysts in transforming institutional knowledge into reusable assets.

Conocimientos

KM systems

Process documentation

Stakeholder management

Analytical thinking

Project management

Leadership

Process mining

AI awareness

Educación

Bachelor's degree in Business/Operations

Herramientas

SharePoint/OneDrive

Celonis

Descripción del empleo

Build and govern Acosta Group's GBS knowledge infrastructure for its dual-hub GCC. Owns the SOP library, process map governance, RACI documentation, knowledge repository, and GCC knowledge transfer - ensuring no process migrates without a complete, signed-off documentation package

Primary Responsibilities

• Knowledge Repository Design & Governance: Design and maintain the GBS central knowledge repository as single source of truth. Establish taxonomy, versioning standards, and access governance.
• SOP Templates & Process Documentation: Develop the GBS SOP master library covering Finance, HR, Procurement, IT, and BAS. Structure SOPs for wave-based transition readiness.
• Process Mapping Standards: Define and govern the GBS process mapping standard: swimlane, BPMN-aligned notation, and approval workflow. All Wave 1 maps signed off before migration gate.
• RACI Documentation: Design and maintain the GBS RACI master covering all functions, processes, geographies, and operating model layers. Document transition of accountability to GCC.
• GCC Knowledge Transfer & Onboarding: Build and manage the GCC knowledge transfer playbook: KT schedules, shadow/reverse-shadow protocols, and go-live readiness tracking per wave.
• Documentation Quality & AI Readiness: Conduct readiness reviews at each wave gate. Ensure dual sign-off on critical documents. Align documentation standards with AI/Automation program requirements.
• Influence enterprise operating model decisions, organizational design, shared services strategy, and global business services transformation efforts through process and performance insights.
• Advise senior executives on enterprise risks, process maturity, automation opportunities, and organizational readiness for large-scale transformation initiatives.
• Oversee the organization's knowledge management strategy, leading a team of analysts responsible for transforming institutional knowledge into structured, reusable assets that accelerate onboarding, improve service delivery, reduce operational risk, and enable digital transformation.

Minimum Qualifications - Education and Experience

• Bachelors degree in Business, Operations or related field or equivalent years of experience.
• 7-10 years in GBS, shared services, or large-scale business transformation with at least 4 years experience in a leadership role.

Minimum Qualifications - Knowledge, Skills And Abilities

• Demonstrated experience building SOP libraries and KM systems in GCC or SSC environments.
• Strong process documentation skills (BPMN or equivalent mapping proficiency).
• Experience with SharePoint/OneDrive knowledge repository design and governance.
• Ability to extract tribal knowledge from SMEs and translate into structured documentation.
• Excellent analytical, problem-solving, and project management skills.
• Strong communication and stakeholder management abilities.
• Experience with Process Mining tools (Celonis preferred).
• Lean Six Sigma Green Belt minimum preferred.
• Prior GCC transition experience (India or Mexico preferred).
• Finance, HR, or Procurement process environment experience (Wave 1 scope).
• Experience in AI/automation environments.

About Us

Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Administration

Position Type: Full time

Business Unit: Corporate

Salary Range: $143800.00 - $179800.00

Company: Acosta Employee Holdco LLC