Director, Knowledge Management

Acosta; Charlotte (NC); On-site; USD 144,000 - 180,000; Full time

Job summary

Acosta is seeking a Knowledge Management Leader to build and govern the GBS knowledge infrastructure across the GCC dual hubs. You will own the SOP library, process mapping standards, RACI documentation, and the knowledge transfer playbook to ensure compliant, signed-off documentation for each wave.

You will drive governance for the central knowledge repository, taxonomy, and access policies, while aligning with AI/Automation program requirements and enterprise transformation initiatives.

Qualifications

• 7–10 years in GBS, shared services, or large-scale transformation.

Responsibilities

• Build and govern the GBS knowledge infrastructure for dual-hub GCC.
• Own the SOP library, process map governance, RACI documentation, knowledge repository.
• Govern GCC knowledge transfer and onboarding per wave.
• Ensure dual sign-off on critical documents and AI/Automation alignment.

Skills

KM systems

SOP libraries

Process mapping

BPMN

SharePoint/OneDrive

RACI governance

AI readiness

Stakeholder management

Leadership

Lean Six Sigma

Education

Bachelor's degree in Business/Operations or related field

Tools

SharePoint

OneDrive

Job description

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