Remote AI Knowledge Management & Content Governance Lead

CenterWell; United States; Remote; USD 95,000 - 131,000; Full time

Job summary

CenterWell is seeking an Organizational Effectiveness Lead to drive the knowledge management strategy for our VA contract, establishing governance, taxonomy, content lifecycle, and quality controls that ensure compliant, accessible knowledge for service delivery and workforce readiness.

You will collaborate with operations, process improvement, training, quality, and technology teams to translate evolving processes into clear documentation, harness AI-enabled capabilities, and promote adoption

Qualifications

• Bachelor’s degree in business, organizational development, communications, education, information management, operations, or related field.
• 5+ years of experience in knowledge management, process documentation, organizational effectiveness, operations support, or a related function.
• 3+ years of experience developing and maintaining operational documentation such as standard operating procedures, work instructions, job aids, and process guides.
• Experience translating complex operational processes into clear, user-friendly documentation and knowledge content.
• Experience partnering across operations, process improvement, training, quality, compliance, and technology teams.
• Strong written communication, editing, organization, and content governance skills

Responsibilities

• Develop and lead the knowledge management strategy for the VA contract, including governance, standards, taxonomy, content lifecycle, version control, and operating model to support consistent, compliant, and effective service delivery.
• Partner with process improvement professionals and operational leaders to create, review, and maintain process documentation, standard operating procedures, job aids, decision trees, work instructions, and other operational content for new and changing processes.
• Evaluate and apply AI-enabled capabilities and industry best practices to improve content creation, organization, searchability, usability, retrieval, summarization, and overall knowledge experience for associates and leaders.
• Work closely with operations, process improvement, training, quality, compliance, and technology teams to ensure knowledge assets support implementation, operational readiness, workforce adoption, and a consistent customer experience.
• Establish review cycles, quality controls, and monitoring processes to ensure content remains accurate, current, compliant, and aligned with contract, regulatory, and business requirements; identify opportunities for improvement.
• Track and report on knowledge management effectiveness, content health, usability, adoption, and documentation readiness to support leadership visibility and continuous improvement decisions.

Skills

Strong written communication

Editing

Content governance

Knowledge management

Cross-functional collaboration

Education

Bachelor’s degree in business, organizational development, communications, education, information management, operations, or related field

Tools

Knowledge bases

Content repositories

AI-enabled tools

Job description

CenterWell is seeking an Organizational Effectiveness Lead to drive the knowledge management strategy for our VA contract, establishing governance, taxonomy, content lifecycle, and quality controls that ensure compliant, accessible knowledge for service delivery and workforce readiness.

You will collaborate with operations, process improvement, training, quality, and technology teams to translate evolving processes into clear documentation, harness AI-enabled capabilities, and promote adoption