Director, Knowledge Management & Process Governance

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

Job summary

Acosta is seeking a senior leader to build and govern the GBS knowledge infrastructure across GCC. You will own the SOP library, process maps, RACI documentation, and the knowledge transfer playbook to ensure every migration is fully documented and signed off.

You will lead a team of analysts, drive AI-readiness in documentation, and influence enterprise operating model decisions through process and performance insights.

Qualifications

• Bachelor's degree or equivalent years of experience in Business/Operations.
• 7–10 years in GBS/shared services with at least 4 years in a leadership role.
• Experience building SOP libraries and KM systems in GCC or SSC environments.
• Strong process documentation skills (BPMN or equivalent mapping proficiency).

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. 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.

Skills

SOP libraries

KM systems

Process documentation

SharePoint/OneDrive

Knowledge extraction

Analytical skills

Stakeholder management

Process Mining Celonis

Lean Six Sigma Green Belt

GCC transition experience

Finance/HR/Procurement processes

AI/Automation knowledge

Education

Bachelor's degree in Business/Operations or related field

Job description

Acosta is seeking a senior leader to build and govern the GBS knowledge infrastructure across GCC. You will own the SOP library, process maps, RACI documentation, and the knowledge transfer playbook to ensure every migration is fully documented and signed off.

You will lead a team of analysts, drive AI-readiness in documentation, and influence enterprise operating model decisions through process and performance insights.