POSITION SUMMARYReporting to the Director of Learning, Knowledge Management and Platform Enablement, the Senior Manager, Knowledge Management is a strategic people leadership role responsible for leading the knowledge management function that supports Customer Operations and Coverage Review Operations.
This leader oversees a team of knowledge management professionals responsible for creating, maintaining, governing, and continuously improving operational knowledge assets that support advocate performance, leader effectiveness, operational readiness, and service delivery outcomes. The role ensures operational content remains accurate, accessible, consumable, and aligned to evolving business needs.
The Senior Manager is accountable for knowledge governance, content lifecycle management, content quality, taxonomy execution, contributor enablement, and operational knowledge effectiveness. Working closely with Operations leaders, Training, Quality, Product, Technology, and Operations Enablement partners, this role ensures knowledge management practices support operational performance, improve knowledge usability for people and AI agents, and strengthen advocate confidence and consistency.
This role plays a critical part in advancing a scalable and sustainable knowledge management operating model that enables operational teams to rapidly adapt to business change, leverage emerging technologies, and access reliable information in the flow of work.
Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ; St Louis, MO.Key ResponsibilitiesKnowledge Management Governance & Operations
- Lead the day-to-day execution of the knowledge management function supporting Customer Operations and Coverage Review Operations.
- Implement and sustain governance processes, standards, and operating procedures that ensure content quality, consistency, and compliance.
- Establish scalable processes for knowledge intake, content creation, review, publishing, maintenance, validation, and retirement.
- Ensure knowledge management practices align with business priorities, operational requirements, and governance expectations established by platform and enablement leadership.
- Promote consistency in content structure, metadata, tagging, taxonomy application, and knowledge architecture practices.
Content Lifecycle Management
- Oversee the full lifecycle of operational knowledge assets from creation through archival and retirement.
- Establish validation schedules, content review requirements, and knowledge health management routines.
- Drive initiatives to eliminate duplicate, conflicting, outdated, or low-value content.
- Ensure operational knowledge remains accurate, actionable, compliant, and easy to use for both humans and AI agents.
- Partner with operations stakeholders to prioritize content improvements and maintenance activities.
Knowledge Usability & Adoption
- Collaborate with platform, product, and technology partners to improve knowledge accessibility, search effectiveness, and overall knowledge experience.
- Monitor user feedback, operational insights, and content performance indicators to improve knowledge usability.
- Partner with learning, readiness, and quality teams to ensure knowledge resources effectively support capability development and operational execution.
- Support implementation of new platform capabilities and knowledge delivery approaches that improve advocate experience and performance.
- Drive adoption of knowledge management practices and standards across supported operational teams.
Team Leadership & Talent Development
- Lead, coach, and develop a team of knowledge management professionals responsible for content operations, governance, authorship, and knowledge effectiveness.
- Establish performance expectations, priorities, and success measures aligned to operational objectives.
- Build team capabilities in knowledge management practices, content operations, technical writing, governance, and emerging technologies.
- Provide ongoing coaching, performance management, and career development support.
- Foster a culture of accountability, continuous improvement, collaboration, and customer focus.
Stakeholder Partnership & Influence
- Serve as a trusted partner to Operations, Training, Quality, and Technology leaders.
- Facilitate governance forums, content prioritization discussions, and operational planning activities.
- Consult with stakeholders to understand business changes, operational challenges, and emerging knowledge needs.
- Translate operational requirements into actionable knowledge management plans and priorities.
- Communicate knowledge management progress, risks, opportunities, and recommendations to leadership partners.
Measurement & Continuous Improvement
- Monitor knowledge health metrics including content quality, usage trends, lifecycle compliance, user feedback, search effectiveness, and operational impact.
- Partner with measurement and analytics resources to evaluate knowledge effectiveness and identify improvement opportunities.
- Use operational data, stakeholder feedback, and knowledge performance insights to drive continuous improvement initiatives.
- Track progress against established goals and performance measures.
- Support development of reporting and governance routines that provide visibility into knowledge management performance and business value.
Operational Readiness & Change Enablement
- Ensure knowledge teams are prepared to support business transformations, operational changes, policy updates, and strategic initiatives.
- Coordinate knowledge readiness activities to support successful implementation of operational changes.
- Partner with learning, quality, and performance consulting teams to ensure content, learning, and reinforcement strategies remain aligned.
- Assess operational impacts and prioritize knowledge updates required to support workforce readiness.
- Support sustainable adoption of new processes, tools, and capabilities through effective knowledge management practices.
Required Qualifications- High School Diploma or G.E.D. required; Bachelor's degree preferred.
- 5+ years of progressive leadership experience in knowledge management, content operations, operations enablement, learning, quality, operational readiness, or related disciplines.
- 3+ years of people leadership experience.
- Demonstrated expertise in knowledge management governance, content lifecycle management, technical writing standards, and operational content strategies that support human and AI agent consumption.
- Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support functions.
- Strong understanding of customer operations, service delivery environments, or operational support functions.
- Demonstrated ability to influence stakeholders and drive alignment across highly matrixed organizations.
- Strong written, verbal, and executive-level communication skills.
- Ability to balance strategic thinking with operational execution in a fast-paced environment.
Preferred Qualifications- Bachelor's or advanced degree in Business, Communications, Education, Knowledge Management, Library Science, Organizational Development, Healthcare Administration, or a related field.
- Experience supporting healthcare operations, customer service operations, contact center environments, or highly regulated business functions.
- Knowledge Management and Technical Writing certifications.
- Experience with enterprise knowledge management platforms, content repositories, search technologies, and knowledge delivery tools.
- Experience supporting AI-enabled knowledge experiences and content optimization initiatives.
- Demonstrated success implementing governance models, improving content quality, and scaling operational knowledge capabilities.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 127,100 - 211,900 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
