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 the United States.
This is a strategic people-leadership role responsible for advancing knowledge management across customer and coverage review operations.
You will lead a team that creates, governs, maintains, and continuously improves operational knowledge assets.
The role combines knowledge strategy, content governance, operational readiness, and stakeholder leadership in a complex, highly regulated environment.
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.
Your leadership will help teams adapt to change faster, improve service delivery, and make better use of reliable information in the flow of work.
Accountabilities
Lead the day-to-day knowledge management function supporting customer operations and coverage review operations, establishing priorities, standards, and operating practices.
Develop and maintain governance frameworks covering content quality, structure, metadata, tagging, taxonomy, compliance, and knowledge architecture.
Oversee the complete lifecycle of operational knowledge assets, from intake and creation through review, publishing, maintenance, validation, archival, and retirement.
Establish content validation schedules and knowledge health routines while eliminating duplicate, conflicting, outdated, or low-value information.
Ensure knowledge resources are accurate, actionable, accessible, and suitable for consumption by both employees and AI agents.
Partner with platform, product, and technology teams to improve search effectiveness, knowledge accessibility, delivery approaches, and the overall knowledge experience.
Use user feedback, operational insights, content performance, and analytics to identify opportunities for continuous improvement.
Lead, coach, and develop a team of knowledge management professionals, establishing clear expectations, performance measures, priorities, and development plans.
Build team capabilities across knowledge management, content operations, technical writing, governance, and emerging technologies.
Serve as a trusted advisor to Operations, Training, Quality, Technology, and other senior stakeholders, facilitating governance forums and content prioritization discussions.
Translate business changes, operational challenges, and emerging knowledge needs into actionable knowledge management strategies and priorities.
Monitor knowledge health, usage, search effectiveness, lifecycle compliance, user feedback, and operational impact, using insights to guide improvement initiatives.
Coordinate knowledge readiness activities for business transformations, policy updates, process changes, and strategic initiatives.
Partner with learning, quality, and performance teams to align knowledge, training, and reinforcement strategies and support sustainable adoption of new processes and capabilities.
Communicate progress, risks, opportunities, recommendations, and business value to leadership and other key stakeholders.
High school diploma or GED required; a bachelor’s degree is preferred.
5+ years of progressive leadership experience in knowledge management, content operations, operations enablement, learning, quality, operational readiness, or a related field.
At least 3 years of people leadership experience, including coaching, performance management, and team development.
Demonstrated expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies.
Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support.
Strong understanding of customer operations, service delivery, contact center, or other operational support environments.
Proven ability to influence stakeholders and build alignment within complex, highly matrixed organizations.
Excellent written, verbal, presentation, and executive-level communication skills.
Ability to balance strategic thinking with hands-on operational execution in a fast-paced environment.
Strong organizational, analytical, and problem-solving skills, with the ability to prioritize competing demands.
Bachelor’s or advanced degree in Business, Communications, Education, Knowledge Management, Library Science, Organizational Development, Healthcare Administration, or a related discipline is preferred.
Experience supporting healthcare operations, customer service operations, contact centers, or highly regulated environments is advantageous.
Familiarity 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.
Knowledge Management or technical writing certifications are desirable.
Demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities is highly valued.
For remote work, a cable broadband or fiber internet connection with minimum speeds of 10 Mbps download and 5 Mbps upload is required.
Candidates residing within 50 miles of Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; or St. Louis, MO may be required to work onsite three days per week.
Annual salary: $127,100-$211,900, depending on relevant experience, qualifications, and geographic location.
Eligibility to participate in an annual bonus plan.
Remote work opportunities for eligible employees, subject to applicable location requirements.
Medical, dental, and vision coverage beginning on the first day of employment.
Well-being and behavioral health programs.
401(k) plan.
Company-paid life insurance.
Tuition reimbursement.
Minimum of 18 days of paid time off per year.
Paid holidays and leaves of absence.
Opportunity to lead a high-impact knowledge management function supporting operational performance and workforce readiness.
Collaborative environment spanning operations, technology, learning, quality, product, and enablement teams.