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Senior Manager, Operations Knowledge Systems & Process Design

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Location:
United States , Nashville

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Category:
Consulting

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Contract Type:
Not provided

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Salary:

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Job Description:

This isn't traditional knowledge management. You're building the operating system for how we create, serve, and continuously improve operational knowledge to drive measurable business results. In this role, you'll design and build the infrastructure that enables our teams to deliver exceptional outcomes. You'll work at the intersection of content, process, data, and technology—creating systems that serve both our human workforce and our growing AI/automation capabilities.

Job Responsibility:

  • Design and evolve the knowledge infrastructure that powers compliance operations, customer support, and external help center content
  • Write and oversee the creation of content that works—clear, actionable knowledge that scales across channels and use cases
  • Develop and maintain structured taxonomies and leverage AI-powered approaches for organizing and surfacing unstructured content
  • Create systems that enable both human agents and AI systems to leverage knowledge effectively
  • Establish frameworks for knowledge quality, governance, and lifecycle management that scale with business growth
  • Map, document, and optimize cross-functional processes across compliance, support, and supply chain operations
  • Design processes that balance efficiency, quality, and customer experience outcomes
  • Build process frameworks that support continuous improvement and rapid iteration
  • Harness conversation analytics and AI to surface patterns, gaps, and opportunities in knowledge and process performance
  • Use operational data and performance metrics to identify knowledge and process gaps and translate insights into action
  • Design measurement frameworks to assess knowledge effectiveness and process performance
  • Conduct root cause analysis to understand where knowledge or process breakdowns impact outcomes
  • Build feedback loops that enable continuous learning and iteration
  • Define the long-term vision for knowledge systems and process design that enables operational scale
  • Support the design and rollout of AI agents and automation by ensuring they have access to high-quality, structured knowledge
  • Leverage AI tools to create operational leverage—accelerating content creation, process documentation, and knowledge scaling during periods of change
  • Partner with cross-functional teams on initiatives that require process redesign or knowledge transformation
  • Build and manage a high-performing team focused on knowledge systems and business process design
  • Develop team capabilities in process mapping, knowledge engineering, and data analysis
  • Foster a culture of experimentation, measurement, and continuous improvement
  • Partner effectively with stakeholders across operations, product, and technology

Requirements:

  • 7+ years of experience in operations, process improvement, knowledge management, or related fields
  • 3+ years leading teams or complex cross-functional initiatives
  • Demonstrated expertise in business process design, mapping, and optimization (Lean, Six Sigma, or similar methodologies)
  • Strong systems thinking—ability to see how knowledge, process, technology, and people interconnect
  • Proven ability to write clear, effective operational content that scales across audiences and channels
  • Data fluency: comfortable using metrics and analytics to drive decisions and measure impact
  • Experience building scalable solutions that work across multiple teams or functions
  • Excellent stakeholder management skills with ability to influence without authority
  • Clear, compelling communication—can translate complex systems into understandable frameworks

Nice to have:

  • Experience designing knowledge systems for customer support, compliance, or complex operational environments
  • Familiarity with knowledge management platforms, content management systems, or help center tools
  • Background working with AI/automation implementations and understanding how to structure knowledge for machine consumption
  • Experience using AI tools to accelerate content creation and knowledge work
  • Experience with AI-powered taxonomy and content organization approaches for unstructured data
  • Experience with conversation analytics tools and turning conversational data into actionable insights
  • Expertise in taxonomy design and information architecture for both structured and unstructured content
  • Experience with tools like Salesforce, Zendesk, or similar operational platforms
  • Track record of measuring and improving knowledge effectiveness or process performance
What we offer:
  • Lunch four times a week
  • Commuter stipend
  • Snacks and beverages

Additional Information:

Job Posted:
November 28, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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