Knowledge & Journey Architect for Member Services

OneImaging Inc.; United States; On-site; USD 100,000 - 115,000; Full time

Job summary

OneImaging is seeking an Operations Manager, Member Services (Knowledge Management) to own the knowledge base and map the end-to-end member journey, ensuring accurate documentation and trusted processes across teams.

You will translate journey pain points into clear product opportunities, partner with Product to validate changes, and build governance standards from first principles to support AI-enabled support tools.

Qualifications

• 5+ years in knowledge management, business process management, or journey/process mapping.
• Hands-on experience building and maintaining process maps for complex cross-functional workflows.
• Experience partnering with Product teams to translate insights into clear requirements or opportunities.

Responsibilities

• Own knowledge base health and governance across the organization.
• Document and map the full end-to-end member journey from first contact to resolution.
• Partner with Product and Operations to validate processes reflect actual practice and changes.
• Build visual end-to-end process maps across systems, teams, and handoffs.

Skills

Knowledge management

Process mapping

Stakeholder influence

Product collaboration

CRM & knowledge bases

Self-directed

Tools

Visio

Lucidchart

Miro

Zendesk

Salesforce

Notion

Job description

OneImaging is seeking an Operations Manager, Member Services (Knowledge Management) to own the knowledge base and map the end-to-end member journey, ensuring accurate documentation and trusted processes across teams.

You will translate journey pain points into clear product opportunities, partner with Product to validate changes, and build governance standards from first principles to support AI-enabled support tools.