Director, Knowledge Management & Process Governance

Acosta, Inc.; Jacksonville (FL); On-site; USD 144,000 - 180,000; Full time

Job summary

Acosta Employee Holdco LLC in Jacksonville, FL seeks a Senior Lead to build and govern the GBS knowledge infrastructure for its dual-hub GCC. You will own the SOP library, process maps, RACI documentation, and the knowledge transfer program to ensure every migration has a complete documentation package.

Lead a team of analysts, set governance standards, QA readiness, and align documentation with AI/automation initiatives while advising executives on risks and transformation opportunities.

Qualifications

• 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.

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 covering Finance, HR, Procurement, IT, and BAS.
• Process Mapping Standards: Define and govern the GBS process mapping standard: swimlane, BPMN-aligned notation, and approval workflow.
• RACI Documentation: Design and maintain the GBS RACI master covering all functions, processes, geographies, and operating model layers.
• 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.
• 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.

Skills

Knowledge governance

Process documentation

BPMN mapping

SharePoint/OneDrive

SOP library

RACI documentation

Education

Bachelor's degree in Business, Operations or related field

7-10 years in GBS/SSS transformation

Tools

SharePoint/OneDrive knowledge repository design

Celonis Process Mining

Job description

Acosta Employee Holdco LLC in Jacksonville, FL seeks a Senior Lead to build and govern the GBS knowledge infrastructure for its dual-hub GCC. You will own the SOP library, process maps, RACI documentation, and the knowledge transfer program to ensure every migration has a complete documentation package.

Lead a team of analysts, set governance standards, QA readiness, and align documentation with AI/automation initiatives while advising executives on risks and transformation opportunities.