Senior Manager, Enterprise Knowledge Management Strategy – Enablement

Jobtailor

Arizona

Hybrid

USD 120,000 - 180,000

Full time

6 days ago

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Job summary

Jobtailor seeks aSenior Knowledge Management Leader to direct the day-to-day knowledge management function across Customer Operations and Coverage Review Operations. You will implement governance, standards, and operating procedures to ensure content quality and compliance.

You will establish scalable processes for content intake, creation, review, publishing, maintenance, validation, archival, and retirement, while overseeing the full lifecycle of knowledge assets.

Qualifications

High School Diploma or GED required; Bachelor's degree preferred.
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.
Expertise in knowledge management governance, content lifecycle management, and technical writing standards.
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.
Ability to influence stakeholders and drive alignment across highly matrixed organizations.
Strong written, verbal, and executive-level communication skills.
Candidates residing within 50 miles of Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; or St Louis, MO must work onsite 3 days per week.
Preferred: experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions.
Preferred: Knowledge Management and Technical Writing certifications.
Preferred: experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools.
Preferred: experience supporting AI-enabled knowledge experiences and content optimization initiatives.
Preferred: demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities.

Responsibilities

Lead the day-to-day knowledge management function supporting Customer Operations and Coverage Review Operations
Implement and sustain governance processes, standards, and operating procedures for content quality, consistency, and compliance
Establish scalable processes for knowledge intake, creation, review, publishing, maintenance, validation, archival, and retirement
Oversee the full lifecycle of operational knowledge assets
Drive elimination of duplicate, conflicting, outdated, or low-value content
Improve knowledge accessibility, search effectiveness, usability, and delivery for humans and AI agents
Monitor user feedback, operational insights, content performance, knowledge health metrics, usage trends, lifecycle compliance, and search effectiveness
Partner with Operations, Training, Quality, Product, Technology, Learning, Readiness, Measurement, Analytics, and Performance Consulting teams
Lead, coach, and develop knowledge management professionals
Establish performance expectations, priorities, and success measures
Provide coaching, performance management, and career development support
Facilitate governance forums, content prioritization discussions, and operational planning
Translate operational requirements into knowledge management plans and priorities
Communicate progress, risks, opportunities, and recommendations to leadership
Drive continuous improvement using operational data and stakeholder feedback
Coordinate knowledge readiness for transformations, operational changes, policy updates, and strategic initiatives
Assess operational impacts and prioritize knowledge updates to support workforce readiness
Support adoption of new processes, tools, capabilities, and knowledge management practices

Skills

Knowledge Management Governance

Content Lifecycle Management

Operational Readiness

People Leadership

Stakeholder Influence

Executive-Level Communication

Strategic Thinking

Operational Execution

Written Communication

Verbal Communication

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Enterprise Knowledge Management Platforms

Content Repositories

Search Technologies

Knowledge Delivery Tools

AI-Enabled Knowledge Experiences

Job description

Lead the day-to-day knowledge management function supporting Customer Operations and Coverage Review Operations
Implement and sustain governance processes, standards, and operating procedures for content quality, consistency, and compliance
Establish scalable processes for knowledge intake, creation, review, publishing, maintenance, validation, archival, and retirement
Oversee the full lifecycle of operational knowledge assets
Drive elimination of duplicate, conflicting, outdated, or low-value content
Improve knowledge accessibility, search effectiveness, usability, and delivery for humans and AI agents
Monitor user feedback, operational insights, content performance, knowledge health metrics, usage trends, lifecycle compliance, and search effectiveness
Partner with Operations, Training, Quality, Product, Technology, Learning, Readiness, Measurement, Analytics, and Performance Consulting teams
Lead, coach, and develop knowledge management professionals
Establish performance expectations, priorities, and success measures
Provide coaching, performance management, and career development support
Facilitate governance forums, content prioritization discussions, and operational planning
Translate operational requirements into knowledge management plans and priorities
Communicate progress, risks, opportunities, and recommendations to leadership
Drive continuous improvement using operational data and stakeholder feedback
Coordinate knowledge readiness for transformations, operational changes, policy updates, and strategic initiatives
Assess operational impacts and prioritize knowledge updates to support workforce readiness
Support adoption of new processes, tools, capabilities, and knowledge management practices

Requirements

High School Diploma or G.E.D. required; Bachelor's degree preferred
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
Expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies supporting 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
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
Candidates residing within 50 miles of Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; or St Louis, MO must work onsite 3 days per week
If working at home, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload
Preferred: experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions
Preferred: Knowledge Management and Technical Writing certifications
Preferred: experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools
Preferred: experience supporting AI-enabled knowledge experiences and content optimization initiatives
Preferred: demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities

Core Competencies

Demonstrates expertise in knowledge management governance, content lifecycle management, and operational readiness, with a strong focus on improving content quality and accessibility for both human and AI consumption. Proven ability to lead teams, influence stakeholders, and drive continuous improvement in fast-paced environments.

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