Senior Manager, Operations Knowledge Systems & Process Design

Checkr•Nashville, TN

25d

About The Position

We're looking for a strategic systems thinker who can architect how knowledge flows and processes function across our operations. In this role, you'll design and build the infrastructure that enables our teams to deliver exceptional outcomes. You'll work at the intersection of content, process, data, and technology-creating systems that serve both our human workforce and our growing AI/automation capabilities. This isn't traditional knowledge management. You're building the operating system for how we create, serve, and continuously improve operational knowledge to drive measurable business results.

Requirements

7+ years of experience in operations, process improvement, knowledge management, or related fields
3+ years leading teams or complex cross-functional initiatives
Demonstrated expertise in business process design, mapping, and optimization (Lean, Six Sigma, or similar methodologies)
Strong systems thinking-ability to see how knowledge, process, technology, and people interconnect
Proven ability to write clear, effective operational content that scales across audiences and channels
Data fluency: comfortable using metrics and analytics to drive decisions and measure impact
Experience building scalable solutions that work across multiple teams or functions
Excellent stakeholder management skills with ability to influence without authority
Clear, compelling communication-can translate complex systems into understandable frameworks

Nice To Haves

Experience designing knowledge systems for customer support, compliance, or complex operational environments
Familiarity with knowledge management platforms, content management systems, or help center tools
Background working with AI/automation implementations and understanding how to structure knowledge for machine consumption
Experience using AI tools to accelerate content creation and knowledge work
Experience with AI-powered taxonomy and content organization approaches for unstructured data
Experience with conversation analytics tools and turning conversational data into actionable insights
Expertise in taxonomy design and information architecture for both structured and unstructured content
Experience with tools like Salesforce, Zendesk, or similar operational platforms
Track record of measuring and improving knowledge effectiveness or process performance

Responsibilities

Knowledge Systems & Architecture
Design and evolve the knowledge infrastructure that powers compliance operations, customer support, and external help center content
Write and oversee the creation of content that works-clear, actionable knowledge that scales across channels and use cases
Develop and maintain structured taxonomies and leverage AI-powered approaches for organizing and surfacing unstructured content
Create systems that enable both human agents and AI systems to leverage knowledge effectively
Establish frameworks for knowledge quality, governance, and lifecycle management that scale with business growth
Business Process Engineering
Map, document, and optimize cross-functional processes across compliance, support, and supply chain operations
Design processes that balance efficiency, quality, and customer experience outcomes
Build process frameworks that support continuous improvement and rapid iteration
Partner with Tools & Systems, WFM, and Analytics teams to ensure processes are supported by appropriate technology and capacity
Data-Driven Improvement & Analytics
Harness conversation analytics and AI to surface patterns, gaps, and opportunities in knowledge and process performance
Use operational data and performance metrics to identify knowledge and process gaps and translate insights into action
Design measurement frameworks to assess knowledge effectiveness and process performance
Conduct root cause analysis to understand where knowledge or process breakdowns impact outcomes
Build feedback loops that enable continuous learning and iteration
Strategic Roadmap & Cross-Functional Partnership
Define the long-term vision for knowledge systems and process design that enables operational scale
Support the design and rollout of AI agents and automation by ensuring they have access to high-quality, structured knowledge
Leverage AI tools to create operational leverage-accelerating content creation, process documentation, and knowledge scaling during periods of change
Partner with cross-functional teams on initiatives that require process redesign or knowledge transformation
Translate business requirements into knowledge and process solutions that scale across multiple operational functions
Team Leadership & Development
Build and manage a high-performing team focused on knowledge systems and business process design
Develop team capabilities in process mapping, knowledge engineering, and data analysis
Foster a culture of experimentation, measurement, and continuous improvement
Partner effectively with stakeholders across operations, product, and technology