Senior Manager, Knowledge Management Strategy & Enablement - Evernorth - Remote

Cigna Healthcare•Pennsylvania Work at Home, PA

8d•$127,100 - $211,900•Remote

About The Position

The Senior Manager, Knowledge Management is a strategic people leadership role reporting to the Director of Learning, Knowledge Management and Platform Enablement. The position leads the knowledge management function supporting Customer Operations and Coverage Review Operations, overseeing professionals who create, maintain, govern, and continuously improve operational knowledge assets. The role ensures content is accurate, accessible, usable, and aligned with evolving business needs, supporting advocate performance, leader effectiveness, operational readiness, and service delivery outcomes. The Senior Manager is accountable for knowledge governance, content lifecycle management, content quality, taxonomy execution, contributor enablement, and operational knowledge effectiveness. Working with Operations, Training, Quality, Product, Technology, and Operations Enablement partners, the role advances knowledge practices that improve operational performance and usability for people and AI agents. The position supports a scalable and sustainable knowledge management operating model that helps teams adapt to business change, use emerging technologies, and access reliable information in the flow of work. The role is remote, with a requirement to work onsite three days per week for candidates residing within 50 miles of Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; or St. Louis, MO. Occasional or permanent home work requires cable broadband or fiber internet with minimum speeds of 10 Mbps download and 5 Mbps upload. The anticipated annual salary is $127,100–$211,900, depending on relevant factors including experience and geographic location. The role is also anticipated to be eligible for an annual bonus plan.

Requirements

High school diploma or G.E.D. required; a bachelor's degree is preferred.
At least 5 years of progressive leadership experience in knowledge management, content operations, operations enablement, learning, quality, operational readiness, or a related discipline.
At least 3 years of people leadership experience.
Expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies that support human and AI agent consumption.
Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support functions.
Strong understanding of customer operations, service delivery environments, or operational support functions.
Demonstrated ability to influence stakeholders and drive alignment across highly matrixed organizations.
Strong written, verbal, and executive-level communication skills.
Ability to balance strategic thinking with operational execution in a fast-paced environment.
For work performed at home occasionally or permanently, cable broadband or fiber optic internet service with at least 10 Mbps download and 5 Mbps upload is required.

Nice To Haves

Bachelor's or advanced degree in Business, Communications, Education, Knowledge Management, Library Science, Organizational Development, Healthcare Administration, or a related field.
Experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions.
Knowledge Management and Technical Writing certifications.
Experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools.
Experience supporting AI-enabled knowledge experiences and content optimization initiatives.
Demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities.

Responsibilities

Lead day-to-day execution of the knowledge management function supporting Customer Operations and Coverage Review Operations.
Implement and sustain governance processes, standards, and operating procedures to ensure content quality, consistency, and compliance.
Establish scalable processes for knowledge intake, creation, review, publishing, maintenance, validation, and retirement.
Ensure knowledge practices align with business priorities, operational requirements, and leadership governance expectations.
Promote consistent content structure, metadata, tagging, taxonomy application, and knowledge architecture.
Oversee the full lifecycle of operational knowledge assets, from creation through archival and retirement.
Set validation schedules, content review requirements, and knowledge health management routines.
Eliminate duplicate, conflicting, outdated, or low-value content and keep operational knowledge accurate, actionable, compliant, and easy to use for people and AI agents.
Partner with operations stakeholders to prioritize content improvements and maintenance.
Collaborate with platform, product, and technology partners to improve knowledge accessibility, search effectiveness, and the knowledge experience.
Use user feedback, operational insights, and content performance indicators to improve knowledge usability.
Partner with learning, readiness, and quality teams to ensure knowledge resources support capability development and operational execution.
Support new platform capabilities and knowledge delivery approaches that improve advocate experience and performance.
Drive adoption of knowledge management practices and standards across supported operational teams.
Lead, coach, and develop knowledge management professionals responsible for content operations, governance, authorship, and knowledge effectiveness.
Set performance expectations, priorities, and success measures aligned with operational objectives.
Build team capabilities in knowledge management, content operations, technical writing, governance, and emerging technologies; provide coaching, performance management, and career development support.
Foster accountability, continuous improvement, collaboration, and customer focus within the team.
Serve as a trusted partner to Operations, Training, Quality, and Technology leaders; facilitate governance forums, content prioritization, and operational planning.
Consult stakeholders about business changes, operational challenges, and emerging knowledge needs; translate requirements into knowledge management plans and priorities.
Communicate progress, risks, opportunities, and recommendations to leadership partners.
Monitor knowledge health metrics, including content quality, usage trends, lifecycle compliance, user feedback, search effectiveness, and operational impact.
Partner with measurement and analytics resources to evaluate knowledge effectiveness and identify improvements.
Use operational data, stakeholder feedback, and performance insights to drive continuous improvement and track progress against goals.
Support reporting and governance routines that provide visibility into knowledge management performance and business value.
Prepare knowledge teams for business transformations, operational changes, policy updates, and strategic initiatives.
Coordinate knowledge readiness activities, assess operational impacts, and prioritize updates needed for workforce readiness.
Align content, learning, and reinforcement strategies with learning, quality, and performance consulting teams.
Support sustainable adoption of new processes, tools, and capabilities through effective knowledge management practices.