Member Journey & Knowledge Lead

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

Job summary

OneImaging Inc. is seeking a Manager, Member Journey & Knowledge Management to own and improve the knowledge base and end-to-end member journey.

You will map processes, validate content with Product SMEs, and ensure documentation reflects actual practice across systems and teams. You will translate operational insights into product opportunities, maintain governance standards, and build dashboards for leadership visibility.

Qualifications

• 5+ years in knowledge management, business process management, or journey mapping within healthcare tech or radiology services.
• Proven end-to-end knowledge base ownership including governance, review cycles, accuracy, and retirement.
• Hands-on experience building process maps for cross-functional workflows (Visio/Lucidchart/Miro).
• Experience translating operational insights into product requirements or opportunities.
• Ability to influence SMEs, Product, and Operations without direct reports.
• Experience with knowledge base and CRM/support platforms (Zendesk, Salesforce, Notion).
• Willingness to structure knowledge for AI-enabled support tools.

Responsibilities

• Own and govern the knowledge base as the single source of truth; ensure content accuracy and lifecycle management.
• Document and map the full end-to-end member journey across processes and policies.
• Build visuals of the member journey across systems and teams; maintain governance standards.
• Act as the voice of Member Services into Product; translate pain points into opportunities; monitor impact of changes.

Skills

Knowledge management

Business process management

Process mapping

Product collaboration

Stakeholder influence

CRM platforms

Tools

Visio

Lucidchart

Miro

Zendesk

Salesforce

Notion

Job description

OneImaging Inc. is seeking a Manager, Member Journey & Knowledge Management to own and improve the knowledge base and end-to-end member journey.

You will map processes, validate content with Product SMEs, and ensure documentation reflects actual practice across systems and teams. You will translate operational insights into product opportunities, maintain governance standards, and build dashboards for leadership visibility.