Director, Knowledge Management & Process Governance

Acosta; Atlanta (GA); On-site; USD 144,000 - 180,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

KM systems

Process documentation

Stakeholder management

Analytical thinking

Project management

Leadership

Process mining

AI awareness

Education

Bachelor's degree in Business/Operations

Tools

SharePoint/OneDrive

Celonis

Job description

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.