Senior Manager, Knowledge Management Strategy & Enablement - Evernorth - Remote
AI summary of the role
The Senior Manager, Knowledge Management leads the knowledge management function supporting Customer Operations and Coverage Review Operations at Evernorth, a division of The Cigna Group.
What you’ll do
- Lead the knowledge management function supporting Customer Operations and Coverage Review Operations, overseeing a team of knowledge professionals.
- Implement and sustain governance processes, standards, and operating procedures for content quality, consistency, and compliance.
- Oversee the full lifecycle of operational knowledge assets, including creation, review, publishing, maintenance, validation, and retirement.
- Collaborate with platform, product, and technology partners to improve knowledge accessibility, search effectiveness, and knowledge experience for humans and AI agents.
What you’ll bring
- 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 supporting human and AI agent consumption.
- Experience leading teams responsible for content operations, knowledge administration, knowledge authoring, or enablement support functions.
Technologies
knowledge management platforms · content repositories · search technologies · knowledge delivery tools · AI agents · taxonomy
About The Cigna Group
Global health company combining Cigna Healthcare insurance with Evernorth pharmacy/PBM, specialty pharmacy, care delivery, and benefits solutions for employers, health plans, governments, and individuals.
Public · 5000+ people
Source and classification
Internal deployment & tooling · Evidence for this classification:
POSITION SUMMARY Reporting 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
More from the job description
POSITION SUMMARY Reporting 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 emergi [... source excerpt omitted ...] side 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 Responsibilities Knowledge 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 [... source excerpt omitted ...] ent 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
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