Senior Knowledge Manager

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

📋 Description

• Take charge of Acumen's knowledge management strategy, overseeing everything from definition to governance design, adoption, and continuous evaluation.

• Create and manage the enterprise knowledge management strategy and roadmap, including opportunities related to responsible AI.

• Evaluate the current state of enterprise knowledge, including ownership, structure, findability, and relevancy.

• Design and execute the knowledge governance model, which encompasses ownership, review cycles, retirement standards, decision rights, and controls.

• Set up operating schedules for governance reviews.

• Specify documentation ownership responsibilities across Product, operational teams, and Training.

• Collaborate with Product and Technology teams to integrate documentation into the release readiness process.

• Mentor content owners to create and maintain knowledge that meets enterprise standards.

• Drive the adoption of knowledge ownership practices through influence and coaching.

• Establish benchmarks for authoring, content quality, metadata, taxonomy, and information architecture.

• Expand knowledge standards and processes across various programs and states while accommodating differences.

• Review key knowledge content and ensure owners are held accountable for updates, consolidation, or retirement.

• Collaborate with Product, Operations, Customer Support, Process Improvement, Compliance, Training, and Technology teams to identify and prioritize knowledge needs.

• Lead working sessions focused on decision-making, ownership, and accountability.

• Address ownership gaps and competing priorities.

• Assess knowledge management technologies and AI capabilities, recommend adoption strategies, communicate priorities weekly, and escalate risks and dependencies.

• Define and report on knowledge health and business-value metrics.

• Analyze data related to support, training, operations, and knowledge usage to identify gaps and opportunities.

• Deliver decision-ready reports to leadership on knowledge risks, priorities, and investment requirements.

⛳️ Requirements

• Bachelor's degree in business, communications, information science, or a related field, or equivalent professional experience.

• 7–10 years of progressive experience in knowledge management, content strategy, technical documentation, or enablement, including at least 3 years managing a knowledge management program.

• Proven experience in building a knowledge management program or governance model from the ground up.

• Experience in establishing content ownership, standards, and review cycles across various departments.

• Strong capabilities in information architecture, taxonomy, and content standards.

• Demonstrated ability to influence senior leaders and foster accountability without direct authority.

• Exceptional executive, written, verbal, and facilitation communication skills.

• Ability to work autonomously, progress in ambiguous situations, and create structure within a newly formed function.

• APQC Knowledge Manager Certification, Knowledge-Centered Success (KCS) Practices certification, or a similar credential is preferred.

• A graduate degree in information or knowledge management is a plus.

• Experience working with organizational leaders to create internal and external knowledge frameworks.

• Experience leading change management, adoption, or enablement initiatives.

• Proficiency with knowledge base platforms such as SharePoint, Confluence, or Zendesk Guide.

• Experience in healthcare, human services, Medicaid, payroll, or another regulated environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Generous time-off policy and flexible work arrangements.

• Professional development opportunities and training programs.