The Content & Digital Experience Knowledge Manager owns the strategy, governance, and day-to-day execution of knowledge content that powers Inspira's digital and agent-assisted customer experience, spanning Intercom Knowledge Hub, NICE CXone Expert, and Guru. This role sets the content taxonomy, style, and governance standards for the organization and, in this phase of the team's build-out, also executes against them directly, drafting and maintaining articles, managing SME and compliance review cycles, and running the knowledge platform sync process. The Knowledge Manager partners closely with the AI Bot Optimization Specialist and Application Lead to ensure content quality, platform integrity, and bot performance are managed as a single, coordinated system, and is expected to hand off day-to-day content execution to a dedicated Content Specialist as volume and complexity grow.
- Own the knowledge content strategy across Intercom Knowledge Hub, NICE CXone Expert, and Guru, including the content taxonomy, style guide, and article template library.
- Establish and govern the content lifecycle standard - creation, review, versioning, and retirement, maintaining NICE CXone Expert as the governed source of record when content diverges across platforms.
- Draft, edit, and publish knowledge base articles directly, ensuring content is accurate, consistent in tone, and aligned to Inspira's standards, while the team is in a single-resource content model.
- Partner with subject matter experts across Claims, Compliance, Benefits, and IT to source and validate content for new products, policy changes, and regulatory updates.
- Route content requiring compliance or legal review through the appropriate sign-off workflow prior to publication, maintaining audit-ready documentation.
- Own the weekly Guru-Intercom Knowledge Hub sync process, confirming updates propagate correctly and escalating integration or platform failures to the Application Lead.
- Lead the weekly Fin knowledge-gap review in partnership with the Bot Optimization Specialist, prioritizing and actioning flagged content gaps into new articles or article updates.
- Support content readiness for new product, plan, and policy launches, including open enrollment and regulatory change cycles.
- Track content performance metrics, including article views and Fin retrieval rates, to identify high-value versus stale content and prioritize the content roadmap.
- Maintain governance documentation, including publishing standards, SME contacts, review workflows, and taxonomy definitions, ensuring continuity as the function scales.
- Assess ongoing content volume, complexity, and turnaround time against capacity, and build the business case for a dedicated Content Specialist hire as the workload requires.
- Support the transition of content execution duties to a future Content Specialist, including onboarding, documentation handoff, and quality oversight once hired.
- Perform other duties as assigned.
Education & Experience:- 5+ years of experience in knowledge management, content strategy, editorial leadership, or customer support content roles, preferably within financial services, healthcare, or benefits administration.
- Experience owning a knowledge base supporting a contact center, chatbot, or self-service customer support environment strongly preferred.
- Experience with knowledge base or content management platforms (e.g., Intercom Knowledge Hub, NICE CXone Expert, Guru, Zendesk, Confluence) required.
- Working knowledge of compliance or regulatory content review processes in financial services or healthcare preferred.
- Demonstrated experience balancing strategic ownership with hands-on execution in a lean or scaling team environment preferred.
- Bachelor's degree in Communications, English, Instructional Design, or a related field preferred; equivalent experience considered.
Skills & Abilities:- Strong strategic judgment; able to set content standards and taxonomy while remaining effective in hands-on execution.
- Excellent written communication skills; able to translate complex, technical, or regulatory information into clear, concise, customer-friendly content.
- Strong attention to detail and content accuracy, particularly for compliance-sensitive material.
- Organized and process-oriented; able to manage governance responsibilities, multiple content requests, review cycles, and platform syncs simultaneously.
- Comfortable partnering with subject matter experts, compliance reviewers, and technical teams to gather and validate information.
- Analytical ability to interpret content performance and bot-retrieval data and translate findings into a prioritized content roadmap.
- Working familiarity with AI-assisted customer service tools, such as chatbots or virtual agents, and how content quality affects their performance.
- Able to identify capacity limits and make a clear, data-informed case for additional resourcing as the function scales.
- Adaptable and collaborative; comfortable operating in a fast-paced, evolving digital CX environment.
- Demonstrates the highest degree of honesty, integrity, and ethical conduct in all professional activities.
