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

The Cigna Group

7d•$127,100 - $211,900•Remote

About The Position

The Senior Manager, Knowledge Management is a strategic people leader responsible for the knowledge management function supporting Customer Operations and Coverage Review Operations. The role leads professionals who create, maintain, govern, and improve operational knowledge assets that support advocate performance, leader effectiveness, operational readiness, and service delivery. It ensures content is accurate, accessible, usable, and aligned with evolving business needs. The position is accountable for knowledge governance, content lifecycle management, content quality, taxonomy execution, contributor enablement, and knowledge effectiveness. In partnership with Operations, Training, Quality, Product, Technology, and Operations Enablement, the Senior Manager advances practices that improve knowledge usability for people and AI agents and promote advocate confidence and consistency. The role supports a scalable, sustainable knowledge management operating model that helps operational teams adapt to change, use emerging technologies, and find reliable information in the flow of work. The role reports to the Director of Learning, Knowledge Management and Platform Enablement. Candidates who live within 50 miles of Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; or St. Louis, MO must work onsite three days per week. For occasional or permanent home working, internet service must be cable broadband or fiber optic with speeds of at least 10 Mbps download and 5 Mbps upload.

Requirements

High school diploma or GED required.
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 for human and AI-agent consumption.
Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support.
Strong understanding of customer operations, service delivery environments, or operational support functions.
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.
Home internet, when working from home occasionally or permanently, must be cable broadband or fiber optic with at least 10 Mbps download and 5 Mbps upload.

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 centers, or highly regulated business functions.
Knowledge Management or 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 knowledge management operations for Customer Operations and Coverage Review Operations.
Implement and maintain 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.
Align knowledge management practices with business priorities, operational requirements, and leadership expectations.
Promote consistent content structure, metadata, tagging, taxonomy, and knowledge architecture practices.
Oversee operational knowledge assets throughout their lifecycle, including archival and retirement.
Set validation schedules, content review requirements, and knowledge health routines; eliminate duplicate, conflicting, outdated, or low-value content.
Ensure content is accurate, actionable, compliant, and usable by people and AI agents; partner with operations stakeholders to prioritize improvements.
Work with platform, product, and technology partners to improve knowledge access, search effectiveness, and user experience.
Use user feedback, operational insights, and content performance indicators to improve knowledge usability and adoption.
Partner with learning, readiness, and quality teams to support capability development and operational execution.
Support new platform capabilities and knowledge delivery approaches that improve advocate experience and performance.
Lead, coach, and develop knowledge management professionals in content operations, governance, authorship, and effectiveness.
Establish team expectations, priorities, success measures, and development in knowledge management, technical writing, governance, and emerging technologies.
Provide coaching, performance management, and career development; foster accountability, continuous improvement, collaboration, and customer focus.
Partner with Operations, Training, Quality, and Technology leaders; facilitate governance forums, content prioritization, and operational planning.
Consult stakeholders on business changes, operational challenges, and knowledge needs; translate requirements into actionable plans and priorities.
Communicate knowledge management progress, risks, opportunities, and recommendations to leadership partners.
Monitor content quality, usage, lifecycle compliance, user feedback, search effectiveness, and operational impact.
Partner with measurement and analytics resources to assess effectiveness, identify improvements, and drive continuous improvement using data and stakeholder feedback.
Track performance against goals and support reporting and governance routines that show performance and business value.
Prepare knowledge teams for business transformations, operational changes, policy updates, and strategic initiatives.
Coordinate knowledge readiness, assess operational impacts, and prioritize content updates 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.