Senior Manager, Knowledge Management Strategy & Enablement - Evernorth

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Knowledge Management Strategy & Enablement - Evernorth based in United States.

This role provides strategic leadership for the knowledge management function supporting Customer Operations and Coverage Review Operations.

You will lead a team responsible for creating, governing, maintaining, and continuously improving critical operational knowledge assets.

The position combines people leadership, knowledge governance, content strategy, operational readiness, and continuous improvement.

You will ensure information is accurate, accessible, actionable, and optimized for both employees and AI-enabled experiences.

Working across Operations, Training, Quality, Product, Technology, and Enablement, you will translate business needs into scalable knowledge solutions.

The role is instrumental in helping operational teams adapt quickly to business changes, new technologies, and evolving service requirements.

This is an opportunity to shape a sustainable knowledge management operating model while directly improving employee confidence, consistency, and operational performance.

Accountabilities:

• Lead the day-to-day knowledge management function supporting Customer Operations and Coverage Review Operations, ensuring priorities and activities align with business needs.
• Establish and maintain governance processes, standards, operating procedures, and knowledge architecture practices that promote content quality, consistency, and compliance.
• Oversee the complete lifecycle of operational knowledge assets, from intake and creation through review, validation, publishing, maintenance, archival, and retirement.
• Establish content validation schedules and knowledge health routines while identifying and eliminating duplicate, conflicting, outdated, or low-value information.
• Ensure operational knowledge remains accurate, actionable, compliant, easy to consume, and suitable for both human users and AI agents.
• Partner with platform, product, and technology teams to improve accessibility, search effectiveness, knowledge delivery, and the overall user experience.
• Monitor user feedback, operational insights, content performance, and knowledge health indicators to identify and prioritize improvement opportunities.
• Drive adoption of knowledge management standards across supported operational teams and support the implementation of new platforms, capabilities, and delivery approaches.
• Lead, coach, and develop a team of knowledge management professionals across content operations, governance, authorship, and knowledge effectiveness.
• Establish performance expectations and success measures while providing coaching, performance management, and career development support.
• Build team capabilities in knowledge management, technical writing, governance, content operations, and emerging technologies.
• Serve as a trusted partner to Operations, Training, Quality, Technology, and other leadership teams, facilitating governance forums and content prioritization discussions.
• Translate operational challenges, business changes, and emerging knowledge requirements into actionable knowledge management strategies and priorities.
• Communicate progress, risks, opportunities, recommendations, and business value to leadership stakeholders.
• Monitor knowledge health metrics including content quality, usage, lifecycle compliance, user feedback, search effectiveness, and operational impact.
• Use operational data and stakeholder insights to drive continuous improvement and support reporting and governance routines.
• Coordinate knowledge readiness activities for business transformations, policy updates, operational changes, and strategic initiatives.
• Partner with learning, quality, and performance consulting teams to align knowledge, training, and reinforcement strategies and support sustainable adoption of new processes and tools.

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 a related discipline.
• 3+ years of people leadership experience, including leading teams responsible for content operations, knowledge administration, authoring, or enablement support.
• Demonstrated expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies designed for both human and AI consumption.
• Strong understanding of customer operations, service delivery environments, contact centers, or operational support functions.
• Demonstrated ability to influence stakeholders, build alignment, and drive outcomes across highly matrixed organizations.
• Strong written, verbal, and executive-level communication skills, with the ability to communicate complex information clearly to diverse audiences.
• Ability to balance strategic thinking with hands-on operational execution in a fast-paced environment.
• Bachelor’s or advanced degree in Business, Communications, Education, Knowledge Management, Library Science, Organizational Development, Healthcare Administration, or a related field is preferred.
• Experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions is preferred.
• Knowledge Management and Technical Writing certifications are advantageous.
• Experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools is preferred.
• Experience supporting AI-enabled knowledge experiences and content optimization initiatives is a plus.
• Demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities.
• Strong organizational skills, sound judgment, attention to detail, and a continuous-improvement mindset.

Benefits:

• Annual salary of $127,100-$211,900 USD, depending on relevant factors including experience and geographic location.
• Eligibility to participate in an annual bonus plan.
• Remote work options, with certain locations requiring employees within 50 miles to work onsite 3 days per week.
• Opportunities for in-person team gatherings and collaboration.
• Comprehensive healthcare benefits available from day one, including medical, dental, and vision coverage.
• Well-being and behavioral health programs.
• 401(k) retirement benefits.
• Company-paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.
• For permanent or occasional work from home, a cable broadband or fiber optic internet connection with minimum speeds of 10 Mbps download / 5 Mbps upload is required.
• A role with significant opportunities to shape knowledge strategy, develop teams, support emerging technologies, and influence operational performance.