Manager, Content Intelligence/Knowledge Designer

LAB Labcorp Early Development Laboratories Inc.; North Carolina; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life

STD/LTD

401(k)

PTO or FTO

Tuition Reimbursement

Employee Stock Purchase Plan

Labcorp Accessibility

Job summary

Labcorp in the United States is seeking a Manager, Content Intelligence/Knowledge Designer to lead content strategy, governance, and analytics across HR portals and digital employee experiences. You will design knowledge content, establish voice/style standards, and collaborate with HR CoEs and communications to improve self-service and AI-driven experiences.

This role emphasizes analytics, dashboards, and ongoing governance, with a hybrid schedule and collaboration with Burlington/Durham

Qualifications

• Bachelor's Degree required.
• 7+ years in content strategy, knowledge management, employee communications, digital experience or related disciplines.
• 5+ years leading enterprise content governance, taxonomy, editorial standards and knowledge management programs.
• 5+ years' experience using analytics to measure content effectiveness and drive improvements.

Responsibilities

• Measure and analyze content performance across HR portals, knowledge bases, and employee communications.
• Evaluate whether content resolves employee needs and reduces support requests.
• Monitor KPIs: search success, content engagement, case deflection, employee satisfaction, knowledge helpfulness.
• Develop dashboards and insights to guide content strategy and investments.
• Conduct regular content audits to improve findability and usability.
• Leverage analytics and feedback to drive continuous improvement.

Skills

Content strategy

Knowledge management

Analytics

UX writing

Editorial standards

Education

Bachelor's Degree

Tools

ServiceNow HRSD

Knowledge management platforms

Job description

Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world’s most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients. With our global scale and deep expertise, you’ll have the opportunity to do meaningful work, grow your career and make a real impact on people’s health around the world. Together, we’re improving health and improving lives. Labcorp is recruiting a Manager, Content Intelligence/Knowledge Designer.

Position Summary Content Intelligence & Knowledge Design is responsible for ensuring employees can easily find, understand, and act on information across digital employee experiences. This role combines content strategy, analytics, knowledge management, user-centered design, and communications to create a high-performing self-service ecosystem. The role serves as both the architect and optimizer of content experiences, using data and employee insights to identify content gaps, improve search effectiveness, increase self-service success, and create clear, empathetic, and actionable content that reduces employee effort. This position partners closely with HR CoEs, Communications and business stakeholders to continuously improve knowledge, portal content, AI-enabled experiences, and employee communications.

Work Schedule

This is a full‑time, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your time zone. Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible. Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

Job Responsibilities

• Measure and analyze content performance across HR portals, knowledge bases, virtual assistants, and employee communications.
• Evaluate whether content successfully resolves employee needs and reduces support requests.
• Monitor key performance indicators including search success, content engagement, case deflection, employee satisfaction, and knowledge helpfulness.
• Develop dashboards, reporting, and insights to guide content strategy and investment decisions.
• Conduct regular content audits and identify opportunities to improve findability, usability, and effectiveness.
• Leverage analytics, employee feedback, and behavioral data to drive continuous improvement.

Knowledge Design & Content Strategy

• Design, create, and optimize employee-facing content, including knowledge articles, portal content, guides, communications, and digital experiences.
• Establish and maintain standards for: Voice and tone, Communication style, Empathy and inclusion, Readability and plain language, Content consistency.
• Design content experiences that support search, self-service, and AI‑driven experiences.

Knowledge Management & Governance

• Establish and maintain content governance practices, quality standards, and review processes.
• Develop content lifecycle management processes including creation, maintenance, retirement, and optimization.

Minimum Qualifications

• Bachelor's Degree.
• 7 or more years' of progressive experience in content strategy, knowledge management, employee communications, digital experience, UX writing, or related disciplines.
• 5 or more years' leading enterprise content governance, taxonomy, editorial standards and knowledge management programs.
• 5 or more years' experience using analytics to measure content effectiveness and drive improvements.

Preferred Qualifications

• 5 or more years' experience with ServiceNow HRSD, knowledge management platforms, or employee portals.
• 5 or more years' experience developing content standards, governance models, and content strategies.
• 5 or more years' experience with search analytics, taxonomy, content intelligence, or AI-powered knowledge systems.
• 5 or more years' experience in employee experience, human-centered design, digital products or related disciplines.
• 5 or more years' experience creating dashboards and reporting using analytics tools.

Additional Job Standards

• Strong writing, editing, and content design skills.
• Ability to translate complex concepts into clear, employee-friendly language.

Benefits

• Medical
• Dental
• Vision
• Life
• STD/LTD
• 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Employees regularly scheduled to work less than 20 hours, casual, intern, and temporary employees are only eligible to participate in the 401(k) Plan.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

Labcorp is proud to be an Equal Opportunity Employer: Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

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We believe in the power of science to change lives. Labcorp is a leading global life sciences company that provides vital information to help doctors, hospitals, pharmaceutical companies, researchers, and patients make clear and confident decisions. Through our unparalleled diagnostics and drug development capabilities, we provide insights and accelerate innovations to improve health and improve lives. Here, you can join our nearly 70,000 employees, serving clients in more than 100 countries, as we work together to transform approaches to patient care.