Manager, Central Operations, Knowledge Management

Nava PBC

8h•$130,500 - $148,700•Remote

About The Position

The Manager, Central Operations, Knowledge Management joins the Operations & Automation organization at Nava, responsible for building and owning the knowledge infrastructure that powers how Nava captures, organizes, and surfaces institutional knowledge across the company. As the first dedicated owner of this function, this person starts from first principles: establishing the frameworks, standards, and systems that make Nava’s knowledge base trustworthy, findable, and ready for AI consumption. AI-enablement is a core competency of this role. We are looking for someone who brings intelligent knowledge management to the company: someone who thinks rigorously about metadata, taxonomy, content architecture, and governance, and who ensures that Nava’s knowledge infrastructure is structured to be leveraged by both humans and AI tools. That includes intelligent search, agentic workflows, and using our institutional knowledge as a strategic asset rather than a static archive. This is a 0-to-1 builder role and an individual contributor position to start, with the opportunity to build a team as the function scales based on business need. The person in this seat is comfortable working in ambiguity, confident designing from first principles, and effective at driving cross-functional adoption of new ways of working.

Requirements

7+ years of experience in knowledge management, content strategy, digital transformation, or operations - with a demonstrated focus on building knowledge systems, not just managing documentation
Experience designing AI-ready knowledge frameworks: structuring content for machine consumption, defining metadata standards, and governing content with downstream AI use in mind
Proven ability to set and enforce enterprise-wide content standards and governance models across a multi-stakeholder environment
Experience with knowledge base platforms and collaboration tools, including Confluence; comfort evaluating and integrating tooling across the knowledge stack
Strong information architecture skills: taxonomy design, metadata management, and enterprise search optimization
Experience building KPI frameworks for knowledge management, including measuring content health, reuse, and business impact — not just usage
Exceptional cross-functional collaboration and stakeholder alignment skills; can influence without authority and drive adoption across all levels of an organization
Comfortable operating across strategic design and hands-on execution within the same week

Nice To Haves

Experience implementing knowledge bases integrated with AI tools, chatbots, or LLM-based workflows
Familiarity with semantic data models, knowledge graph technologies, or structured content for AI consumption
Experience in a 0-to-1 environment, such as a start-up or leading a net-new function within an organization
Background in professional services, government technology, or a similarly complex, multi-stakeholder environment
Relevant certification in knowledge management, information architecture, or a related discipline

Responsibilities

Design and implement Nava’s enterprise knowledge framework from the ground up: taxonomy, metadata standards, content architecture, and tooling built for both human findability and AI readiness
Assess, maintain, and re-structure Nava’s knowledge base into a scalable base across Nava’s internal systems (Confluence, GDrive, and integrated platforms), ensuring content is structured, deduplicated, and consistently organized
Establish and own documentation standards company-wide: content templates, review cycles, ownership models, and quality criteria
Improve discoverability through information architecture and enterprise search optimization, so the right knowledge surfaces at the right moment across tools and workflows
Own the strategy for making Nava’s knowledge infrastructure AI-ready: ensure content is structured, tagged, and governed in a way that supports AI tools, intelligent search, and agentic workflows
Lead integration between Nava’s knowledge systems (Confluence, GDrive, etc) and the platforms that enable automated and AI-assisted workflows; partner with Technology and Operations to define the framework for how content is consumed by AI systems
Stay current on emerging AI and knowledge engineering capabilities; bring informed recommendations to leadership on where Nava can gain leverage as tooling evolves
Define and enforce governance standards for the full content lifecycle, from creation and review through archival and retirement, ensuring accuracy, compliance, and version control at scale
Partner with subject matter experts across functions to capture and convert tacit knowledge into structured, reusable content
Build the measurement framework for knowledge management at Nava: define KPIs for content health, usage, search success, and time saved, and track attribution back to business impact
Build proactive relationships with leaders across Delivery, People Operations, Finance, Growth, and Operations to surface knowledge gaps and align on priorities; develop training, templates, and playbooks that enable contributors across functions to create and maintain knowledge that meets Nava’s standards
Opportunity to build a team as the function scales, based on business need

Benefits

Health coverage — comprehensive medical, dental, and vision plans to support your overall health needs
Insurance coverage — Nava provides disability, life, and accidental death insurance at no cost
Time off — vacation, holidays (including Juneteenth), and floating holidays to rest and recharge
Company holidays — enjoy 12 paid federal holidays each year on top of your regular PTO
Annual bonus — when Nava meets its goals, eligible employees receive a performance-based annual bonus
Parental leave — paid time off for new parents, plus weekly meals delivered to your home
Wellness program — full platform offering physical, mental, & emotional health resources & support tools
Virtual care — see doctors online with no copay through UnitedHealthcare’s virtual visit program
Sabbatical leave — earn extended unpaid leave after continuous service for personal growth or rest
401(k) match — Nava matches 4% of your salary to support your retirement savings plan
Flexible work — remote-first environment with flexibility built around your schedule and responsibilities
Home office setup — company laptop & setup assistance provided via Staples for remote work needs
Utility support — monthly reimbursement to help offset eligible home office utility expenses
Learning opportunities — internal training programs and resources to help grow your professional skills
Development opportunities — LinkedIn Learning access & an annual allowance for courses, tuition, & certs
Referral bonus — get rewarded when you refer great people who join the Nava team
Commuter benefits — pre-tax commuter programs to support in-office travel when applicable
Supportive culture — A collaborative and remote-friendly team environment where people genuinely care