Operations Manager, Member Services (Knowledge Management)

This is a deep, focused ownership role. Success means the knowledge base is clean and trusted for both human and AI agents, the journey is fully mapped and understood end-to-end, and Product team has a clear, evidence-based view into where to invest next.

What you'll do:

Knowledge Base Health & Governance

Own the OneImaging knowledge base as the single source of truth.
Own knowledge content lifecycle: identify and remediate outdated, duplicate, conflicting, or orphaned content.
Establish and maintain the governance framework for content ownership, review cycles, approvals, and retirement.
Define and maintain knowledge architecture: taxonomy, tagging, and organization to keep content findable.
Monitor knowledge health: accuracy, freshness, duplication, content gaps, and search effectiveness.
Ensure content is structured to support both human agents and AI-enabled support tools.
Build reporting and dashboards that give leadership ongoing visibility into knowledge base health.

End-to-End Member Journey Processes & Policies

Own documentation of the full member journey encompassing every process and policy a member touches from first contact through resolution.
Partner with Business Owners and Product SMEs to validate that documented processes reflect actual practice.
Ensure that when a process or policy changes, it's reflected consistently across all documentation and the knowledge base.
Build and maintain visual, end-to-end process maps of the member journey across systems, teams, and handoffs.
Product Enablement for Member Journey Improvement

Serve as the Member Services voice into Product: translate journey pain points, knowledge gaps, and operational friction into clear product opportunities.
Analyze journey data, member feedback, and knowledge base usage to identify where product changes would most improve the member experience.
Maintain visibility into upcoming product changes that affect the member journey and assess their downstream impact on processes and knowledge.
Partner with Product to validate that shipped changes improve the member experience as intended.

About you:

Required Experience

5+ years in knowledge management, business process management, or journey/process mapping — preferably within Digital Health, Health Insurance, Radiology, or Tech-Enabled Healthcare Services.
Proven experience owning a knowledge base end-to-end, including governance practices (ownership, review cycles, accuracy standards, retirement).
Hands-on experience building and maintaining process maps (e.g., Visio, Lucidchart, Miro) for complex, cross-functional workflows.
Experience partnering with Product teams to translate operational or process insights into clear requirements or opportunities.
Comfortable working without direct reports — able to drive outcomes by influencing SMEs, Product, and Operations partners.
Experience with knowledge base and CRM/support platforms (e.g., Zendesk, Salesforce, Notion).
Highly self-directed, with the ability to build governance and mapping standards from first principles.

Preferred Qualifications

Background in radiology, medical imaging, or diagnostic services — clinical coordination, patient access, or operations.
Familiarity with radiology workflows: prior authorization, imaging order management, payer-specific protocols, provider network coordination.
Experience structuring knowledge content for AI-enabled support tools.