Operations Manager, Member Services – Knowledge Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the OneImaging knowledge base, serving as the definitive source of truth.

• Manage the knowledge content lifecycle by identifying and addressing outdated, duplicate, conflicting, or orphaned content.

• Establish and uphold governance for content ownership, review processes, approvals, and retirement.

• Define and maintain the knowledge architecture, including taxonomy, tagging, and organization.

• Monitor knowledge health, focusing on accuracy, freshness, duplication, content gaps, and search effectiveness.

• Structure content to enhance support for both human agents and AI-enabled support tools.

• Create reporting and dashboards to provide leadership with insights into the health of the knowledge base.

• Document the complete member journey, detailing every process and policy from initial contact to resolution.

• Collaborate with Business Owners and Product Subject Matter Experts (SMEs) to ensure documented processes align with actual practices.

• Ensure that changes in processes and policies are consistently reflected across documentation and the knowledge base.

• Develop and maintain visual, end-to-end process maps that span systems, teams, and handoffs.

• Act as the voice of Member Services within Product by translating journey pain points, knowledge gaps, and operational challenges into product opportunities.

• Analyze journey data, member feedback, and knowledge base usage to propose product enhancements.

• Evaluate the downstream effects of upcoming product changes on processes and knowledge.

• Collaborate with Product teams to ensure that implemented changes enhance the member experience.

⛳️ Requirements

• A minimum of 5 years of experience in knowledge management, business process management, or journey/process mapping, preferably in Digital Health, Health Insurance, Radiology, or Tech-Enabled Healthcare Services.

• Demonstrated experience managing a knowledge base from start to finish, including governance practices like ownership, review cycles, accuracy standards, and retirement processes.

• Practical experience in building and maintaining process maps using tools such as Visio, Lucidchart, or Miro for complex, cross-functional workflows.

• Experience working with Product teams to translate operational or process insights into clear requirements or opportunities.

• Ability to work independently without direct reports and drive outcomes by influencing SMEs, Product, and Operations partners.

• Familiarity with knowledge base and CRM/support platforms such as Zendesk, Salesforce, or Notion.

• Highly self-motivated, with the capacity to develop governance and mapping standards from the ground up.

• Preferred background in radiology, medical imaging, or diagnostic services, including clinical coordination, patient access, or operations.

• Preferred knowledge of radiology workflows, including prior authorization, imaging order management, payer-specific protocols, and provider network coordination.

• Preferred experience structuring knowledge content for AI-enabled support tools.

🏝️ Benefits

• Equity incentive plan.

• Competitive benefits plans.