Senior Manager, Knowledge Management Strategy & Enablement - Evernorth - Remote

Cigna; United States; Hybrid; USD 140,000 - 190,000; Full time

Job summary

Cigna is seeking a Senior Manager, Knowledge Management to lead the knowledge management function supporting Customer Operations and Coverage Review Operations. This strategic role safeguards content quality, governance, and lifecycle management to keep knowledge accurate, accessible, and aligned with evolving business needs.

The role leads a team of professionals and partners with Operations, Training, Quality, Product, Technology, and Operations Enablement to improve knowledge usability and

Qualifications

• Leads governance, content lifecycle, and taxonomy execution.
• Ensures content quality, accuracy, and accessibility for humans and AI.
• Collaborates with Operations, Training, Quality, Product and Technology.

Responsibilities

• Oversee knowledge governance and operational content standards.
• Manage content creation, review, publishing, maintenance, and retirement.
• Improve content usability and searchability for end users and AI agents.
• Lead and develop the knowledge management team and priorities.
• Partner with stakeholders to align content with business needs and plans.
• Monitor knowledge health metrics and drive continuous improvement.

Skills

Knowledge governance

Content lifecycle

Knowledge usability

Team leadership

Stakeholder management

Metrics & improvement

Job description

POSITION SUMMARY

Reporting to the Director of Learning, Knowledge Management and Platform Enablement, the Senior Manager, Knowledge Management is a strategic people leadership role responsible for leading the knowledge management function that supports Customer Operations and Coverage Review Operations.

This leader oversees a team of knowledge management professionals responsible for creating, maintaining, governing, and continuously improving operational knowledge assets that support advocate performance, leader effectiveness, operational readiness, and service delivery outcomes. The role ensures operational content remains accurate, accessible, consumable, and aligned to evolving business needs.

The Senior Manager is accountable for knowledge governance, content lifecycle management, content quality, taxonomy execution, contributor enablement, and operational knowledge effectiveness. Working closely with Operations leaders, Training, Quality, Product, Technology, and Operations Enablement partners, this role ensures knowledge management practices support operational performance, improve knowledge usability for people and AI agents, and strengthen advocate confidence and consistency.

This role plays a critical part in advancing a scalable and sustainable knowledge management operating model that enables operational teams to rapidly adapt to business change, leverage emerging technologies, and access reliable information in the flow of work.

Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; St Louis, MO.

Key Responsibilities

Knowledge Management Governance & Operations

Lead the day-to-day execution of the knowledge management function supporting Customer Operations and Coverage Review Operations. Implement and sustain governance processes, standards, and operating procedures that ensure content quality, consistency, and compliance. Establish scalable processes for knowledge intake, content creation, review, publishing, maintenance, validation, and retirement. Ensure knowledge management practices align with business priorities, operational requirements, and governance expectations established by platform and enablement leadership. Promote consistency in content structure, metadata, tagging, taxonomy application, and knowledge architecture practices.

Content Lifecycle Management

Oversee the full lifecycle of operational knowledge assets from creation through archival and retirement. Establish validation schedules, content review requirements, and knowledge health management routines. Drive initiatives to eliminate duplicate, conflicting, outdated, or low-value content. Ensure operational knowledge remains accurate, actionable, compliant, and easy to use for both humans and AI agents. Partner with operations stakeholders to prioritize content improvements and maintenance activities.

Knowledge Usability & Adoption

Collaborate with platform, product, and technology partners to improve knowledge accessibility, search effectiveness, and overall knowledge experience. Monitor user feedback, operational insights, and content performance indicators to improve knowledge usability. Partner with learning, readiness, and quality teams to ensure knowledge resources effectively support capability development and operational execution. Support implementation of new platform capabilities and knowledge delivery approaches that improve advocate experience and performance. Drive adoption of knowledge management practices and standards across supported operational teams.

Team Leadership & Talent Development

Lead, coach, and develop a team of knowledge management professionals responsible for content operations, governance, authorship, and knowledge effectiveness. Establish performance expectations, priorities, and success measures aligned to operational objectives. Build team capabilities in knowledge management practices, content operations, technical writing, governance, and emerging technologies. Provide ongoing coaching, performance management, and career development support. Foster a culture of accountability, continuous improvement, collaboration, and customer focus.

Stakeholder Partnership & Influence

Serve as a trusted partner to Operations, Training, Quality, and Technology leaders. Facilitate governance forums, content prioritization discussions, and operational planning activities. Consult with stakeholders to understand business changes, operational challenges, and emerging knowledge needs. Translate operational requirements into actionable knowledge management plans and priorities. Communicate knowledge management progress, risks, opportunities, and recommendations to leadership partners.

Measurement & Continuous Improvement

Monitor knowledge health metrics including content quality, usage trends, lifecycle compliance, user feedback, search effectiveness, and operational impact.