Manager, Content Intelligence/Knowledge Designer

Labcorp is recruiting a Manager, Content Intelligence/Knowledge Designer in Durham, NC.

Work Schedule:

This is a fulltime, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your time zone. Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible.

Applicants who live within 35 miles of the Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at the assigned location, supporting both collaboration and flexibility.

Position Summary:

Content Intelligence & Knowledge Design is responsible for ensuring employees can easily find, understand, and act on information across digital employee experiences. This role combines content strategy, analytics, knowledge management, user-centered design, and communications to create a high-performing self-service ecosystem. The role serves as both the architect and optimizer of content experiences, using data and employee insights to identify content gaps, improve search effectiveness, increase self-service success, and create clear, empathetic, and actionable content that reduces employee effort. This position partners closely with HR CoEs, Communications and business stakeholders to continuously improve knowledge, portal content, AI-enabled experiences, and employee communications.

Work Schedule:

This is a fulltime, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your time zone. Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible.

Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

Job Responsibilities:

Content Intelligence & Optimization

• Measure and analyze content performance across HR portals, knowledge bases, virtual assistants, and employee communications.
• Evaluate whether content successfully resolves employee needs and reduces support requests.
• Monitor key performance indicators including search success, content engagement, case deflection, employee satisfaction, and knowledge helpfulness.
• Develop dashboards, reporting, and insights to guide content strategy and investment decisions.
• Conduct regular content audits and identify opportunities to improve findability, usability, and effectiveness.
• Leverage analytics, employee feedback, and behavioral data to drive continuous improvement.

Knowledge Design & Content Strategy

• Design, create, and optimize employee-facing content, including knowledge articles, portal content, guides, communications, and digital experiences.
• Establish and maintain standards for:
  • Voice and tone
  • Communication style
  • Empathy and inclusion
  • Readability and plain language
  • Content consistency
• Design content experiences that support search, self-service, and AI-driven experiences.

Knowledge Management & Governance

• Establish and maintain content governance practices, quality standards, and review processes.
• Develop content lifecycle management processes including creation, maintenance, retirement, and optimization.

Minimum Qualifications:

• Associate's Degree
• 7 or more years' of progressive experience in content strategy, knowledge management, employee communications, digital experience, UX writing, or related disciplines.
• 5 or more years' leading enterprise content governance, taxonomy, editorial standards and knowledge management programs.
• 5 or more years' experience using analytics to measure content effectiveness and drive improvements.

Preferred Qualifications:

• Bachelor's Degree
• 5 or more years' experience with ServiceNow HRSD, knowledge management platforms, or employee portals.
• 5 or more years' experience developing content standards, governance models, and content strategies.
• 5 or more years' experience with search analytics, taxonomy, content intelligence, or AI-powered knowledge systems.
• 5 or more years' experience in employee experience, human-centered design, digital products or related disciplines.
• 5 or more years' experience creating dashboards and reporting using analytics tools.

Additional Job Standards:

• Strong writing, editing, and content design skills.
• Ability to translate complex concepts into clear, employee-friendly language.

Benefits:Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan.Employees who are regularly scheduled toworka 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please.