Senior Manager, Knowledge Management Strategy – Enablement

Jobtailor

Arizona

On-site

USD 90,000 - 120,000

Full time

5 days ago

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Job summary

Jobtailor is seeking a Senior Knowledge Manager to lead the day-to-day knowledge management across Customer Operations and related teams in Arizona. You will implement governance, standards, and procedures, and oversee knowledge asset lifecycles.

The role focuses on improving accessibility and search, driving adoption of KM practices, and coaching a team of professionals. You will partner with Operations, Training, Quality, Product, Technology, Learning, and Performance to align priorities.

Qualifications

Must have progressive leadership experience in knowledge management or related fields.
Experience overseeing content operations and content lifecycle management.
Strong understanding of governance and technical writing standards.
Experience with enterprise KM platforms and AI-enabled knowledge experiences.
Healthcare or regulated-business experience preferred.

Responsibilities

Lead the day-to-day knowledge management function across operations.
Establish and sustain governance, standards, and operating procedures.
Oversee content intake, creation, review, publishing, and retirement.
Monitor knowledge health metrics and improve accessibility and search.
Coach and develop a team of knowledge management professionals.
Collaborate with cross-functional teams including Operations, Training, and IT.

Skills

Knowledge Management Governance

Content Lifecycle Management

Technical Writing Standards

People Leadership Experience

Operational Readiness

Stakeholder Influence

Education

Bachelor's degree preferred

Bachelor's or advanced degree in a relevant field preferred

High School Diploma or G.E.D. required

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
Establish processes for knowledge intake, content creation, review, publishing, maintenance, validation, and retirement
Oversee the full lifecycle of operational knowledge assets
Establish validation schedules, content review requirements, and knowledge health routines
Eliminate duplicate, conflicting, outdated, or low-value content
Improve knowledge accessibility, search effectiveness, and knowledge experience
Monitor user feedback, operational insights, content performance, and knowledge health metrics
Drive adoption of knowledge management practices and standards across operational teams
Lead, coach, and develop a team of knowledge management professionals
Establish performance expectations, priorities, and success measures
Build team capabilities in knowledge management, content operations, technical writing, governance, and emerging technologies
Partner with Operations, Training, Quality, Product, Technology, Learning, Readiness, and Performance Consulting teams
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
Evaluate knowledge effectiveness and drive continuous improvement using operational data and stakeholder feedback
Support reporting and governance routines
Coordinate knowledge readiness for business transformations, operational changes, policy updates, and strategic initiatives
Prioritize knowledge updates and support adoption of new processes, tools, and capabilities

Requirements

High School Diploma or G.E.D. required
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
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
If working from home, cable broadband or fiber optic internet service with at least 10 Mbps download and 5 Mbps upload
Bachelor's degree preferred
Bachelor's or advanced degree in a relevant field preferred
Healthcare, customer service, contact center, or regulated-business experience 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

Core Competencies

Demonstrates expertise in Knowledge Management Governance, Content Lifecycle Management, and Technical Writing Standards, while effectively leading teams to enhance operational readiness and knowledge accessibility. Proven ability to influence stakeholders and drive alignment in complex organizational structures.

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