Head of HR Knowledge Management & AI Enablement

CVS Health; Cumberland (RI); On-site; USD 100,000 - 232,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health in Cumberland, RI, is seeking an experienced HR Knowledge Management Lead to shape enterprise knowledge strategy and governance. You will oversee a centralized knowledge platform, drive AI-enabled HR content, and partner across HR functions to improve self-service and colleague experience.

The ideal candidate brings 10+ years in knowledge management, deep platform experience (ServiceNow, SharePoint, Confluence), and a track record of influencing senior stakeholders in a large

Qualifications

• 10+ years of progressive experience in knowledge management or related discipline, including people leadership.
• Proven success in building and leading a centralized knowledge management function within a large, complex organization.
• Deep experience with knowledge management platforms such as ServiceNow Knowledge, SharePoint, Guru, or Confluence.
• Experience with HR technology platforms and service delivery tools, preferably Workday and ServiceNow.
• Demonstrated experience preparing and governing content for AI-enabled solutions, including chatbots, AI search, and virtual assistants.
• Expertise in content governance, including ownership models, review cycles, workflow management, and quality standards.
• Experience partnering with Legal, Compliance, and Privacy teams in regulated environments.
• Strong stakeholder management skills with the ability to influence senior leaders and drive adoption across matrixed organizations.
• Excellent written communication, content strategy, and change management capabilities.

Responsibilities

• Own the enterprise HR knowledge management strategy, roadmap, operating model, and platform.
• Establish and maintain a centralized source of truth for HR knowledge.
• Define knowledge architecture, taxonomy, metadata, and content standards to improve usability, discoverability, and reuse.
• Consolidate HR content from disparate repositories into a unified knowledge platform.
• Partner with DDAT and vendors to enhance platform capabilities, integrations, and user experience.
• Ensure knowledge assets support both self-service and AI-driven consumption.
• Establish governance processes, including content ownership, review cycles, approval workflows, version control, and retirement standards.
• Define and enforce content quality, accessibility, and documentation standards.
• Conduct content audits and manage remediation of outdated, duplicate, or incomplete content.
• Partner with Legal, Compliance, Privacy, and HR stakeholders to ensure content accuracy and regulatory compliance.
• Maintain inventory, ownership, and lifecycle management of HR knowledge assets.
• Develop and track knowledge quality metrics and governance scorecards.
• Enable effective self-service for colleagues and managers through clear, accessible HR content.
• Partner with Product Experience teams to optimize knowledge across portals, search, mobile, chatbots, and AI assistants.
• Use employee feedback, journey mapping, and analytics to improve content usability and adoption.
• Drive contact center deflection and service efficiency through improved content quality and discoverability.
• Build content management capability across HR teams through training and enablement.
• Lead knowledge readiness efforts for AI-powered HR services, including conversational AI, intelligent search, and generative AI assistants.
• Ensure content is structured, governed, and tagged to maximize AI accuracy and effectiveness.
• Partner with AI and DDAT teams to identify, test, and scale knowledge-driven AI use cases.
• Establish guardrails and governance for AI-generated and AI-surfaced content.
• Monitor and improve AI-related knowledge metrics, including accuracy, resolution, and user satisfaction.
• Define and monitor KPIs such as self-service adoption, case deflection, content quality, search effectiveness, and service efficiency.
• Provide regular reporting and business reviews to HR leadership.
• Manage vendor relationships and influence technology investment priorities.
• Lead and develop a team of Knowledge Management Analysts and content specialists.
• Partner across HR functions to identify knowledge gaps, improve processes, and support organizational change initiatives.

Skills

Knowledge management

Content strategy

Technical writing

HR operations

Stakeholder management

AI enablement

Education

Bachelor's degree

Tools

ServiceNow Knowledge

SharePoint

Guru

Confluence

Workday

ServiceNow

Job description

CVS Health in Cumberland, RI, is seeking an experienced HR Knowledge Management Lead to shape enterprise knowledge strategy and governance. You will oversee a centralized knowledge platform, drive AI-enabled HR content, and partner across HR functions to improve self-service and colleague experience.

The ideal candidate brings 10+ years in knowledge management, deep platform experience (ServiceNow, SharePoint, Confluence), and a track record of influencing senior stakeholders in a large