{"id":2542437,"url":"https://alion.io/job/oneimaging-operations-manager-member-services-knowledge-management","title":"Operations Manager, Member Services (Knowledge Management)","company":{"id":19647,"name":"Oneimaging","domain":"oneimaging.com","url":"https://alion.io/company/oneimaging","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":93,"open_postings":11,"ghost_share":0,"stale_share":0.364,"repost_share":0.182,"time_to_fill_p50_days":19,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":115000,"currency":"USD","period":"year","gross":null,"usd_annual":115000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Miro","optional":false},{"name":"Notion","optional":false}],"status":"live","first_seen_at":"2026-10-14T15:16:18Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T14:36:09Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.\nThe Manager, Member Journey & Knowledge Management owns two primary outcomes: the health of the Member Services knowledge base, and a complete, accurate picture of the end-to-end member journey - its processes, policies, and pain points. The ability to own and influence both, are paramount to the role.\nThis role documents and maps how the member journey actually works today, keeps the knowledge base that describes it accurate and trustworthy, and uses both to identify where Product can meaningfully improve the member experience, from the perspective of efficiency/effectiveness as well as automation where possible.\nThis is a deep, focused ownership role. Success means the knowledge base is clean and trusted for both human and AI agents, the journey is fully mapped and understood end-to-end, and Product team has a clear, evidence-based view into where to invest next.\nWhat you'll do:\nKnowledge Base Health & Governance \nOwn the OneImaging knowledge base as the single source of truth.\nOwn knowledge content lifecycle: identify and remediate outdated, duplicate, conflicting, or orphaned content.\nEstablish and maintain the governance framework for content ownership, review cycles, approvals, and retirement.\nDefine and maintain knowledge architecture: taxonomy, tagging, and organization to keep content findable.\nMonitor knowledge health: accuracy, freshness, duplication, content gaps, and search effectiveness.\nEnsure content is structured to support both human agents and AI-enabled support tools.\nBuild reporting and dashboards that give leadership ongoing visibility into knowledge base health.\nEnd-to-End Member Journey Processes & Policies\nOwn documentation of the full member journey encompassing every process and policy a member touches from first contact through resolution.\nPartner with Business Owners and Product SMEs to validate that documented processes reflect actual practice.\nEnsure that when a process or policy changes, it's reflected consistently across all documentation and the knowledge base.\nBuild and maintain visual, end-to-end process maps of the member journey across systems, teams, and handoffs.\nProduct Enablement for Member Journey Improvement\nServe as the Member Services voice into Product: translate journey pain points, knowledge gaps, and operational friction into clear product opportunities.\nAnalyze journey data, member feedback, and knowledge base usage to identify where product changes would most improve the member experience.\nMaintain visibility into upcoming product changes that affect the member journey and assess their downstream impact on processes and knowledge.\nPartner with Product to validate that shipped changes improve the member experience as intended.\nAbout you:\nRequired Experience\n5+ years in knowledge management, business process management, or journey/process mapping - preferably within Digital Health, Health Insurance, Radiology, or Tech-Enabled Healthcare Services.\nProven experience owning a knowledge base end-to-end, including governance practices (ownership, review cycles, accuracy standards, retirement).\nHands-on experience building and maintaining process maps (e.g., Visio, Lucidchart, Miro) for complex, cross-functional workflows.\nExperience partnering with Product teams to translate operational or process insights into clear requirements or opportunities.\nComfortable working without direct reports - able to drive outcomes by influencing SMEs, Product, and Operations partners.\nExperience with knowledge base and CRM/support platforms (e.g., Zendesk, Salesforce, Notion).\nHighly self-directed, with the ability to build governance and mapping standards from first principles.\nPreferred Qualifications\nBackground in radiology, medical imaging, or diagnostic services - clinical coordination, patient access, or operations.\nFamiliarity with radiology workflows: prior authorization, imaging order management, payer-specific protocols, provider network coordination.\nExperience structuring knowledge content for AI-enabled support tools.\nWho You Are\nA systems thinker who instinctively maps how work actually flows before trying to fix it.\nTreats a messy knowledge base or an undocumented process as something to solve, not just flag.\nKeeps the member at the center of every process, policy, and product conversation - always asking “what does this feel like for the person on the other end?”\nBelieves affordable, transparent healthcare access matters, and wants their work to be part of how OneImaging delivers on that promise.\nData-driven but human-centered: uses journey and knowledge data to find problems, and judgment to prioritize fixes.\nThe base salary range for this position is $100,000 - $115,000. Individual compensation will depend on various factors, including qualifications, skills, experience, location, and applicable laws. In addition to base salary, this role is eligible to participate in our equity incentive and competitive benefits plans. \nFraud and Security Notice: \nPlease be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively. If you have been contacted by someone claiming to be a OneImaging recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to .\nEqual Employment Opportunity:\nOneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.\nOneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at .","description_format":"text","description_chars":6719,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Radiology & Imaging Centers","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-14T15:53:12Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":115000,"is_top_pay":false},"html_url":"https://alion.io/job/oneimaging-operations-manager-member-services-knowledge-management","json_url":"https://alion.io/job/oneimaging-operations-manager-member-services-knowledge-management.json","meta":{"generated_at":"2026-10-15T15:28:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":3008,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19647},"rest":"https://alion.io/mcp/rest/get_company?id=19647"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foneimaging-operations-manager-member-services-knowledge-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foneimaging-operations-manager-member-services-knowledge-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foneimaging-operations-manager-member-services-knowledge-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/oneimaging-operations-manager-member-services-knowledge-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foneimaging-operations-manager-member-services-knowledge-management"}]}