HR Knowledge Leader — AI-Driven Self-Service

CVS Health; Scottsdale (AZ); Hybrid; USD 100,000 - 232,000; Full time

Benefits offered by this job

Bonus eligibility

Equity award program

Comprehensive benefits package

Job summary

CVS Health is seeking an HR Knowledge Management Lead to define and execute enterprise knowledge management strategy for HR content, governance, and AI-enabled experiences. You will oversee the knowledge platform, operating model, and content standards across policies, payroll, benefits, compliance, and process documentation.

The ideal candidate brings 10+ years in knowledge management with leadership, plus strong experience with ServiceNow, SharePoint, and HR tech like Workday.

Qualifications

• 10+ years of progressive experience in knowledge management, content strategy, technical writing, HR operations, shared services, or a related discipline, including people leadership experience.
• 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 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

People leadership

Stakeholder management

Change management

AI enablement

Education

Bachelor's degree in HR, Communications, Information Science, Knowledge Management, Library Science, Business Administration, Organizational Psychology, or related field

Tools

ServiceNow Knowledge

SharePoint

Guru

Confluence

Workday

ServiceNow

Job description

CVS Health is seeking an HR Knowledge Management Lead to define and execute enterprise knowledge management strategy for HR content, governance, and AI-enabled experiences. You will oversee the knowledge platform, operating model, and content standards across policies, payroll, benefits, compliance, and process documentation.

The ideal candidate brings 10+ years in knowledge management with leadership, plus strong experience with ServiceNow, SharePoint, and HR tech like Workday.