Head of AI Knowledge & Content Governance

Conviva Care Solutions; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Conviva Care Solutions seeks an Organizational Effectiveness Lead to guide knowledge management strategy and governance for a VA contract. You will ensure content is accurate, accessible, and aligned with contract requirements, customer service expectations, and business priorities.

You will partner with process improvement, operations, training, quality, and technology teams to translate new processes into clear documentation and work instructions while applying AI and best practices to improve

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years of knowledge management, process documentation, organizational effectiveness, or related experience.
• 3+ years of experience in related functions.

Responsibilities

• Develop and lead the knowledge management strategy for the VA contract, including governance, standards, taxonomy, content lifecycle, version control, and operating model to support consistent, compliant, and effective service delivery.
• Partner with process improvement professionals and operational leaders to create, review, and maintain process documentation, standard operating procedures, job aids, decision trees, work instructions, and other operational content for new and changing processes.
• Evaluate and apply AI-enabled capabilities and industry best practices to improve content creation, organization, searchability, usability, retrieval, summarization, and overall knowledge experience for associates and leaders.
• Work closely with operations, process improvement, training, quality, compliance, and technology teams to ensure knowledge assets support implementation, operational readiness, workforce adoption, and a consistent customer experience.
• Establish review cycles, quality controls, and monitoring processes to ensure content remains accurate, current, compliant, and aligned with contract, regulatory, and business requirements; identify opportunities for improvement.
• Track and report on knowledge management effectiveness, content health, usability, adoption, and documentation readiness to support leadership visibility and continuous improvement decisions.

Skills

Knowledge management

Process documentation

Organizational effectiveness

Operations support

Content governance

Education

Bachelor's degree in business, organizational development, communications, education, information management, operations, or a related field

Job description

Conviva Care Solutions seeks an Organizational Effectiveness Lead to guide knowledge management strategy and governance for a VA contract. You will ensure content is accurate, accessible, and aligned with contract requirements, customer service expectations, and business priorities.

You will partner with process improvement, operations, training, quality, and technology teams to translate new processes into clear documentation and work instructions while applying AI and best practices to improve