HR Knowledge & Intelligence Manager

Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high-performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI-ready connectivity, join us today.

The Role

The HR Knowledge and Intelligence Manager owns the structure, governance, quality, and continuous improvement of HR knowledge across the enterprise. This role helps transform fragmented HR content, policy guidance, process information, decisions, and institutional expertise into trusted knowledge that employees, leaders, HR professionals, and approved AI agents can find and apply with confidence.

Work Location

This is a remote opportunity open to candidates located anywhere in the U.S.

The Main Responsibilities

• Define and maintain the HR knowledge and intelligence strategy, roadmap, operating model, governance approach, and success measures aligned to HR priorities and enterprise AI direction.
• Create order from fragmented HR knowledge by leading discovery, inventory, taxonomy, metadata, source-of-truth, ownership, and lifecycle standards across approved repositories and systems.
• Identify and coordinate resolution of duplicate, outdated, conflicting, incomplete, inaccessible, or ownerless content with the appropriate HR domain owners.
• Build and manage a coordinated HR knowledge agent workforce, including agent purpose, work boundaries, instructions, queues, access, quality expectations, escalation paths, and controls.
• Partner with HR, AI, technology, legal, privacy, security, data, communications, and records-management teams to make HR knowledge reliable, discoverable, governed, and ready for responsible AI use.
• Design functional readiness and quality tests to confirm agents retrieve authoritative sources, preserve context, recognize exceptions, cite evidence where required, and escalate appropriately.
• Establish a balanced scorecard for knowledge coverage, ownership, freshness, findability, duplication, conflict resolution, retrieval quality, user outcomes, and agent performance.
• Drive adoption of clear, accessible, plain-language HR knowledge practices while preserving policy precision, confidentiality, legal meaning, and local or workforce-specific variation.

What We Look For in a Candidate

• Required Qualifications
  • Bachelor’s degree or equivalent combination of education and relevant professional experience.
  • 7+ years of progressive experience in knowledge management, content strategy, information architecture, HR operations, HR service delivery, governance, organizational learning, or a related discipline.
  • 3+ years leading a complex cross-functional capability, program, or body of work with accountability for standards, governance, decision-making, and measurable outcomes.
  • Strong understanding of HR functions, HR operating models, employee services, policy and process ownership, and sensitive employee-related information.
  • Experience creating taxonomies, metadata standards, source-of-truth models, content standards, governance practices, or knowledge lifecycle controls.
  • Working fluency with generative AI and AI agents, including defining agent work, setting guardrails, evaluating outputs, identifying failure patterns, and determining when human judgment is required.
  • Strong written communication, facilitation, stakeholder management, and influencing skills with the ability to align decision makers across functions.
  • Sound judgment regarding privacy, confidentiality, access, records, legal or regulatory considerations, and responsible AI use.

• Preferred Qualifications
  • Experience in a large, complex, highly matrixed, distributed, or regulated organization.
  • Experience with enterprise HR platforms, employee-service technologies, content-management systems, enterprise search, or collaboration repositories.
  • Experience supporting AI retrieval, grounding, semantic search, knowledge graphs, ontologies, retrieval-augmented generation, agent evaluation, or related capabilities.
  • Experience in process redesign, service design, change leadership, or federated governance models.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$84,629 - $112,838 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$88,860 - $118,480 in these states: CO HI MI MN NC NH NV OR RI

$93,092 - $124,122 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.Learn more about Lumen's:BenefitsBonus Structure

Requisition #: 343595

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI-focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

https://jobs.lumen.com/global/en/life-at-lumen

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:

https://jobs.lumen.com/global/en/privacy-notice

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.