Senior Manager, Knowledge Management & Communication

Blink Health•Pittsburgh, PA

21h•Hybrid

About The Position

The Patient Services Operations team is at the forefront of our mission to deliver affordable, world-class experiences for every customer. As Senior Manager, Knowledge Management (KM) & Communications, you will own the strategy, architecture, and execution of how information is created, maintained, and delivered across Patient Services — at scale. This is not a traditional KM role. We are looking for a forward-thinking leader who treats knowledge infrastructure as a product, with Artificial Intelligence (AI) and automation at its core. You will drive the evolution of how frontline teams access and apply information — moving from static documentation toward intelligent, dynamic knowledge systems that surface the right information at the right moment. In a highly regulated healthcare environment, you will ensure teams are equipped with clear, compliant, and current knowledge while leading internal communications that drive change, alignment, and continuous improvement.

Requirements

Bachelor's degree or equivalent experience
7+ years of experience in knowledge management, content strategy, or related fields, with at least 3+ years managing and developing people
Demonstrated experience leading AI or technology-forward initiatives in a knowledge, content, or operations context — including hands-on work with LLM tools, AI-assisted authoring, or intelligent search platforms
Proven track record owning KM strategy, governance, and content lifecycle for large-scale frontline or customer service operations
Strong editorial and written communication skills, with experience leading internal communications through complex operational or policy change
Experience operating in regulated industries (healthcare, pharmacy, insurance, or similar), with a rigorous focus on accuracy and compliance
Comfort working with data — defining KPIs, analyzing content performance, and translating insights into actionable improvements
A builder's mindset: you see knowledge infrastructure as a product, not a filing system, and you're energized by the opportunity to modernize how teams work

Nice To Haves

Experience with enterprise KM platforms, CMS tools, or contact center knowledge bases (e.g., Guru, Confluence, Salesforce Knowledge, or similar)

Responsibilities

Knowledge Management Strategy & AI Innovation
Define and own the long-term vision for a modern, AI-enabled knowledge management ecosystem across Patient Services
Lead the evaluation, implementation, and governance of AI-powered knowledge tools — including Large Language Model (LLM)-assisted content generation, intelligent search, and automated content freshness workflows
Build a knowledge infrastructure that proactively surfaces relevant information to frontline agents in real time, reducing handle time and improving accuracy
Partner with Product and Technology teams to integrate knowledge systems into agent-facing tools, chatbots, and customer-facing self-service experiences
Continuously assess the emerging AI/ML landscape for opportunities to improve content creation, retrieval, personalization, and compliance monitoring
Content Development & Editorial Leadership
Set and uphold a high editorial bar for all knowledge content — Standard Operating Procedures (SOPs), communications, training materials, and compliance documentation — ensuring content is clear, accurate, empathetic, and user-focused
Lead a team of content developers and knowledge specialists, setting clear goals, coaching for growth, and building a culture of quality and ownership
Own the full content lifecycle: creation, review, approval, publication, versioning, and retirement
Develop scalable frameworks and governance models for content consistency across business units and geographies
Internal Communications
Oversee all internal communications to Patient Services teams, including operational changes, policy updates, product launches, and leadership messaging
Design communication strategies that drive comprehension, adoption, and alignment at scale across a distributed frontline workforce
Measure communication effectiveness and iterate based on data and team feedback
Cross-Functional Execution & Program Management
Lead knowledge and communications workstreams for new client and product launches — from requirements gathering through go-live and post-launch optimization
Partner closely with Operations, Compliance, Legal, Training, Product, and Technology to ensure knowledge content meets regulatory standards and operational realities
Define, track, and report on team Key Performance Indicators (KPIs) — content accuracy rates, time-to-publish, agent utilization, self-service deflection, and others — to drive continuous improvement
Build scalable mechanisms to ensure global consistency and quality as the business grows