Description:

Job Title: Knowledge Operations Manager

Position Overview: We are seeking a skilled and proactive Knowledge Operations Manager to lead our document operations team and ensure the accuracy, clarity, and compliance of our knowledge base and processes. The successful candidate will play a vital role in maintaining high-quality documentation, improving team efficiency, and contributing to the success of our organization. This role requires a detail-oriented individual with exceptional organizational skills and the ability to collaborate effectively with cross-functional teams.

Knowledge Operations Manager Responsibilities: As the Knowledge Operations Manager for our documents team, you will be responsible for the following:

• Knowledge Base Management:
  • Own and maintain our knowledge base system, ensuring all content is accurate, up-to-date, and easy to navigate.
  • Collaborate with various teams to gather and update information, troubleshoot issues, and improve overall knowledge base usability.
  • Proactively identify knowledge gaps and work to address them through clear and concise documentation.
• Quality Assurance and Compliance:
  • Set and monitor performance metrics for document specialists and subject matter experts (SMEs).
  • Oversee the rollout of new document requirements and ensure compliance with state regulations.
  • Collaborate with Legal and Compliance teams to maintain a comprehensive understanding of legal obligations and risks, making informed decisions that align with our organization’s goals.
• Process Improvement:
  • Develop and implement effective processes for identifying new document requirements and proactively building rollout plans.
  • Streamline document creation and update processes to ensure agents are equipped with accurate information for handling new requirements.
  • Identify areas for improvement in team accuracy and efficiency and implement strategies to address them.
• Team Collaboration:
  • Conduct weekly calls with facilities to understand requirement needs at both facility and state levels.
  • Engage with facilities that have low fill rates to address challenges and improve performance.
  • Foster collaboration with cross-functional teams to enhance the quality of documentation and align knowledge base updates with organizational goals.
• Continuing Education and Training:
  • Revamp and manage the continuing education program for SMEs and specialists, ensuring all updated processes are effectively communicated and understood.
  • Develop and administer knowledge check tests to identify gaps and opportunities for improvement in the knowledge base.
  • Utilize assessment results to update knowledge base pages and enhance overall training materials.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent work experience.
• Excellent attention to detail and the ability to create clear and concise documentation.
• Proven track record of improving team accuracy, efficiency, and performance.
• Strong analytical and problem-solving skills, with the ability to proactively identify and address issues.
• Effective communication and collaboration skills, including the ability to work with cross-functional teams.
• Familiarity with legal and compliance considerations related to document operations.
• Proficiency in using knowledge base software and tools.
• Prior experience in process improvement initiatives is a plus.