This position is created specifically to assist with Humana's efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana's receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination.
Job Description Summary
The Organizational Effectiveness Lead is responsible for leading the knowledge management strategy, governance, and execution required to support service delivery, operational consistency, and workforce effectiveness under the VA contract. This role ensures that operational knowledge, process documentation, and support content are organized, current, accessible, and aligned to contract requirements, customer service expectations, and business priorities.
This position leads the development of a structured knowledge management approach that enables associates, leaders, and support teams to efficiently access accurate information needed to perform their roles and deliver a consistent service experience. The role evaluates and applies industry best practices for content design, organization, maintenance, usability, and governance, while also exploring and leveraging artificial intelligence and other digital capabilities to improve content creation, searchability, retrieval, and overall user experience.
The Organizational Effectiveness Lead works closely with process improvement professionals, operational leaders, training teams, quality teams, and technology partners to translate new and changing processes into clear, practical, and effective documentation. This includes standard operating procedures, process guides, decision support content, job aids, work instructions, and other operational reference materials that support readiness, compliance, and continuous improvement.
This role is accountable for establishing content standards, documentation frameworks, review cycles, and quality controls to ensure knowledge assets remain accurate, usable, and sustainable. The position also helps drive adoption of knowledge tools and content practices across the organization, supporting employee performance, change readiness, and a positive customer experience.
The Organizational Effectiveness Lead exercises independent judgment in managing complex documentation and knowledge strategy needs, balancing operational demands, compliance requirements, content usability, and evolving business priorities with minimal supervision.
Our Government Contract Requires US Citizenship for this Position
KEY ACCOUNTABILITIES30% Develop and lead the knowledge management strategy for the VA contract, including governance, standards, taxonomy, content lifecycle, version control, and operating model to support consistent, compliant, and effective service delivery.
25% Partner with process improvement professionals and operational leaders to create, review, and maintain process documentation, standard operating procedures, job aids, decision trees, work instructions, and other operational content for new and changing processes.
15% Evaluate and apply AI-enabled capabilities and industry best practices to improve content creation, organization, searchability, usability, retrieval, summarization, and overall knowledge experience for associates and leaders.
15% Work closely with operations, process improvement, training, quality, compliance, and technology teams to ensure knowledge assets support implementation, operational readiness, workforce adoption, and a consistent customer experience.
10% Establish review cycles, quality controls, and monitoring processes to ensure content remains accurate, current, compliant, and aligned with contract, regulatory, and business requirements; identify opportunities for improvement.
5% Track and report on knowledge management effectiveness, content health, usability, adoption, and documentation readiness to support leadership visibility and continuous improvement decisions.
This role description in no way states or implies that the key accountabilities above are the only ones being performed by the individual(s) with this role description. The individual(s) may be called upon and required to follow other instructions or perform other duties and tasks requested by his or her supervisor, consistent with the purpose of the position, department and/or company objectives.Required Qualifications- Bachelor's degree in business, organizational development, communications, education, information management, operations, or a related field. Or equivalent professional experience.
- 5+ years of experience in knowledge management, process documentation, organizational effectiveness, operations support, or a related function.
- 3+ years of experience developing and maintaining operational documentation such as standard operating procedures, work instructions, job aids, and process guides.
- Experience translating complex operational processes into clear, user-friendly documentation and knowledge content.
- Experience partnering across operations, process improvement, training, quality, compliance, and technology teams.
- Strong written communication, editing, organization, and content governance skills
Preferred Qualifications- Experience supporting government, healthcare, regulated, or contact center environments.
- Experience with enterprise knowledge bases, content repositories, or knowledge management platforms.
- Experience using or evaluating AI-enabled tools to improve content creation, search, retrieval, summarization, or tagging.
- Knowledge of change management, continuous improvement, taxonomy, information architecture, or content lifecycle management practices.
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours40
Pay RangeThe compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$94,900 - $130,500 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
