Lead Director, HR Knowledge Management

CVS Health•Cumberland, RI

About The Position

The HR Knowledge Management Lead is responsible for defining and executing CVS Health's enterprise HR knowledge management strategy, ensuring HR content is centralized, governed, accurate, accessible, and optimized for self-service and AI-enabled experiences. This leader oversees the knowledge management platform, operating model, content governance framework, and roadmap across HR policies, payroll, benefits, compliance, and process documentation. As part of the HR Solutions Delivery organization, this role partners across HR Centers of Excellence, HRBPs, Contact Center, Product Experience, Data & Reporting, AI, DDAT, Legal, Compliance, Privacy, and Communications teams to create a seamless colleague experience, improve service efficiency, and enable AI-powered HR solutions. The ideal candidate combines expertise in knowledge management, content strategy, governance, and AI enablement with a strong focus on user experience and the ability to influence stakeholders across a complex organization.

Requirements

10+ years of progressive experience in knowledge management, content strategy, technical writing, HR operations, shared services, or a related discipline, including people leadership experience.
Proven success in building and leading a centralized knowledge management function within a large, complex organization.
Deep experience with knowledge management platforms such as ServiceNow Knowledge, SharePoint, Guru, or Confluence.
Experience with HR technology platforms and service delivery tools, preferably Workday and ServiceNow.
Demonstrated experience preparing and governing content for AI-enabled solutions, including chatbots, AI search, and virtual assistants.
Expertise in content governance, including ownership models, review cycles, workflow management, and quality standards.
Experience partnering with Legal, Compliance, and Privacy teams in regulated environments.
Strong stakeholder management skills with the ability to influence senior leaders and drive adoption across matrixed organizations.
Excellent written communication, content strategy, and change management capabilities.

Nice To Haves

Certified Knowledge Manager (CKM) certification.
Experience supporting enterprise AI transformation initiatives within HR or shared services.

Responsibilities

Own the enterprise HR knowledge management strategy, roadmap, operating model, and platform.
Establish and maintain a centralized source of truth for HR knowledge.
Define knowledge architecture, taxonomy, metadata, and content standards to improve usability, discoverability, and reuse.
Consolidate HR content from disparate repositories into a unified knowledge platform.
Partner with DDAT and vendors to enhance platform capabilities, integrations, and user experience.
Ensure knowledge assets support both self-service and AI-driven consumption.
Establish governance processes, including content ownership, review cycles, approval workflows, version control, and retirement standards.
Define and enforce content quality, accessibility, and documentation standards.
Conduct content audits and manage remediation of outdated, duplicate, or incomplete content.
Partner with Legal, Compliance, Privacy, and HR stakeholders to ensure content accuracy and regulatory compliance.
Maintain inventory, ownership, and lifecycle management of HR knowledge assets.
Develop and track knowledge quality metrics and governance scorecards.
Enable effective self-service for colleagues and managers through clear, accessible HR content.
Partner with Product Experience teams to optimize knowledge across portals, search, mobile, chatbots, and AI assistants.
Use employee feedback, journey mapping, and analytics to improve content usability and adoption.
Drive contact center deflection and service efficiency through improved content quality and discoverability.
Build content management capability across HR teams through training and enablement.
Lead knowledge readiness efforts for AI-powered HR services, including conversational AI, intelligent search, and generative AI assistants.
Ensure content is structured, governed, and tagged to maximize AI accuracy and effectiveness.
Partner with AI and DDAT teams to identify, test, and scale knowledge-driven AI use cases.
Establish guardrails and governance for AI-generated and AI-surfaced content.
Monitor and improve AI-related knowledge metrics, including accuracy, resolution, and user satisfaction.
Define and monitor KPIs such as self-service adoption, case deflection, content quality, search effectiveness, and service efficiency.
Provide regular reporting and business reviews to HR leadership.
Manage vendor relationships and influence technology investment priorities.
Lead and develop a team of Knowledge Management Analysts and content specialists.
Partner across HR functions to identify knowledge gaps, improve processes, and support organizational change initiatives.