Knowledge Management Strategy & Enablement Lead

The Cigna Group; Bloomfield (CT); Hybrid; USD 127,000 - 212,000; Full time

Benefits offered by this job

Health benefits (medical, vision, and—

401(k) with company match

Life insurance

Tuition reimbursement

Paid time off (18+ days/year)

Paid holidays

Leaves of absence

Job summary

The Cigna Group is seeking a Senior Manager, Knowledge Management to lead and evolve our knowledge management functions across Customer Operations and Coverage Review Operations. You will oversee content governance, lifecycle management, and content quality, ensuring usability for humans and AI agents.

You will partner with Operations, Training, Quality, Product, Technology and Operations Enablement to enable rapid adoption of knowledge practices, improve content accuracy, and support

Qualifications

• 5+ years of progressive leadership experience in knowledge management, content operations, operations enablement, learning, quality, operational readiness, or related disciplines.
• 3+ years of people leadership experience.
• Demonstrated expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies that support human and AI agent consumption.
• Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support functions.
• Strong understanding of customer operations, service delivery environments, or operational support functions.
• Demonstrated ability to influence stakeholders and drive alignment across highly matrixed organizations.
• Strong written, verbal, and executive-level communication skills.
• Ability to balance strategic thinking with operational execution in a fast-paced environment.

Responsibilities

• Lead the day-to-day execution of the knowledge management function supporting Customer Operations and Coverage Review Operations.
• Implement and sustain governance processes, standards, and operating procedures that ensure content quality, consistency, and compliance.
• Establish scalable processes for knowledge intake, content creation, review, publishing, maintenance, validation, and retirement.
• Ensure knowledge management practices align with business priorities, operational requirements, and governance expectations established by platform and enablement leadership.
• Promote consistency in content structure, metadata, tagging, taxonomy application, and knowledge architecture practices.

Skills

Leadership

Knowledge governance

Content lifecycle

Stakeholder management

Team development

Executive communication

Education

High School Diploma or G.E.D.

Bachelor's degree preferred

Job description

The Cigna Group is seeking a Senior Manager, Knowledge Management to lead and evolve our knowledge management functions across Customer Operations and Coverage Review Operations. You will oversee content governance, lifecycle management, and content quality, ensuring usability for humans and AI agents.

You will partner with Operations, Training, Quality, Product, Technology and Operations Enablement to enable rapid adoption of knowledge practices, improve content accuracy, and support