Manager, Knowledge Strategy and Operations

Veterinary Emergency Group (VEG); City of White Plains (NY); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health and wellness benefits start day

Free therapy or counseling

Paid parental leave (up to 12 weeks)

Unlimited PTO

Employee referral program

Casual attire & bring your fur baby to

Company laptop

Monthly cell phone reimbursement

Job summary

Veterinary Emergency Group (VEG) is seeking a Manager, Knowledge Strategy and Operations to build and run VEG's knowledge standards across the organization. You will partner with subject-matter experts and the ServiceNow team to turn distributed expertise into trusted, usable knowledge.

The role focuses on ownership, content maintenance, and smarter self-service through search insights, feedback, virtual agents, and AI. 4 days in the office at our White Plains, NY headquarters is required.

Qualifications

• 5+ years in knowledge management or related field.
• Experience designing knowledge governance and information architecture.
• Strong writing and cross-functional influence with ability to translate complex subject matter into guidance.
• Experience with enterprise knowledge platforms and using search analytics to improve the experience; ServiceNow/AI knowledge experience is a plus.
• 4 days in office required; HQ located in White Plains, NY.

Responsibilities

• Build and run the standards for how knowledge is created, organized, owned, reviewed, updated, and retired across VEG.
• Prioritize and improve the existing knowledge library while creating sustainable processes.
• Clarify ownership, maintain content, and resolve gaps across functions.
• Improve how VEGgies search for, find, and use information with ServiceNow and technology teams.
• Use search behavior, feedback, and AI experimentation to identify gaps and improve self-service.

Skills

Knowledge governance

Information architecture

Writing & editing

Cross-functional influence

ServiceNow integration

AI/self-service knowledge

Tools

ServiceNow

Virtual agents

AI-enabled knowledge

Job description

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we’ve expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We’ve done the same for our people (VEGgies), finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong.

We’re rethinking emergency care from every angle—from how we run our hospitals to how we support the people working inside them. That’s where our headquarters team comes in. Whether building technology to make our hospitals more efficient, recruiting and growing incredible VEGgies, or bringing our brand to life through marketing, our VQ (VEG Headquarters) team makes it all possible—ensuring our hospitals and people have everything they need to help pets and their families.

VEG is a 2025 and 2026 certified Great Place to Work®.

THE JOB

At VEG, we find a way to say YES—and this role brings that mindset to how VEGgies find, trust, and use knowledge. As VEG grows, our teams need fast access to clear, current information they can act on.

As Manager, Knowledge Strategy and Operations, you’ll build and run how knowledge works across VEG—creating clear standards for how information is organized, owned, maintained, and found. You’ll partner with subject-matter experts across the business and with our ServiceNow team to turn distributed expertise into trusted, useful knowledge.

You’ll help VEGgies find answers faster, strengthen ownership of knowledge across teams, and build smarter self-service through search insights, feedback, virtual agents, AI, and automation.

WHAT YOU’LL DO

• Knowledge Strategy: Build and run the standards for how knowledge is created, organized, owned, reviewed, updated, and retired across VEG.
• Knowledge Operations: Prioritize and improve the existing knowledge library while creating sustainable processes that keep information current as VEG grows.
• Shared Ownership: Partner with subject-matter experts across functions to clarify ownership, maintain content, and resolve guidance that is missing, conflicting, or overlapping.
• Knowledge Experience: Partner with our ServiceNow and technology teams to improve how VEGgies search for, find, and use information.
• Insights and Innovation: Use search behavior, support patterns, feedback, virtual-agent data, and AI experimentation to identify gaps and continuously improve self-service.

WHAT YOU NEED

• 5+ years of experience in knowledge management, content operations, digital workplace, employee self-service, or a related field, including experience building or significantly improving an enterprise knowledge program.
• Experience designing and operating knowledge governance and information architecture , including content ownership, taxonomy, review cycles, lifecycle management, and large-scale content cleanup or migration.
• Strong writing, editing, and cross-functional influence , with experience turning complex subject-matter expertise into clear guidance and aligning stakeholders without direct authority.
• Experience with enterprise knowledge or self-service platforms and using search analytics, support trends, or user feedback to improve the experience; ServiceNow, virtual-agent, automation, or AI-enabled knowledge experience is a plus.
• 4 days in office required; HQ located in White Plains, NY.

WHO YOU ARE

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team’s’ accomplishments
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long‑term, impactful results
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge

HOW WE INVEST IN YOU

• Competitive Compensation Including ($100,000 - $120,000) + bonus + benefits.
• Comprehensive health and wellness benefits that start on day one, and access to free therapy or counseling
• Paid parental leave, up to 12 weeks at 100% of regular salary, and offering inclusive fertility and family‑building care for all types of families
• Unlimited PTO to use for vacation or sick days—however you need it!
• Generous employee referral program, so our awesome people can bring in more awesome people.
• And the little (big) things, like casual office attire, ability to bring your fur baby to work, cool VEG swag, food in the fridge for when you’re hungry and free lunches twice a week!!
• Company laptop and a monthly cell phone reimbursement

BETTER TOGETHER: WHY IN-PERSON MATTERS AT VEG HQ

Our hospitals thrive on in‑person collaboration, and VQ is no different. Time in the office sparks stronger connections, meaningful conversations, and better results—all bringing our core values to life. We prioritize being present because our values are best achieved side by side. Plus, we make getting here easy with free parking and a shuttle from the White Plains Metro‑North station.

DEI

At VEG, diversity is not just a word—it’s a strength that fuels innovation and kindness. Our mission is “Helping people and their pets when they need it most.” And we do that better when our VEGgies (employees) feel valued, respected, and empowered to bring their authentic selves to work. That’s why we’re devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.

We are focused on providing equitable opportunities for growth, promoting inclusive decision‑making, and ensuring that everyone’s perspective is considered. Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world’s veterinary emergency company.