Health & Benefits - Content & Digital Experience Knowledge Manager (Remote)

Join Us!
Take the next step in your journey at Inspira Financial. Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.
Our values shape how we show up every day. We Lead with Heart by acting with compassion, empathy, and doing what's right; Cultivate Trust through integrity, transparency, and accountability; Aim Higher by never settling for what's expected and continually raising the standard; and Win Together by collaborating inclusively to achieve the best outcomes.
Join us on our journey as we work together to take on the complex and the everyday--turning collective effort into life-changing impact that enriches lives and helps build a better future. Learn more at inspirafinancial.com.
We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday). This requirement does not apply to support specialist positions.
Don't meet every single requirement? That's okay. At Inspira Financial, we know growth comes from people who are willing to learn, challenge themselves, and aim higher. We value individuals who lead with heart, cultivate trust, and collaborate to win together. If you're energized by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, Inspira Financial could be the right next step in your journey. We look forward to receiving your application.
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
The Content & Digital Experience Knowledge Manager owns the strategy, governance, and day-to-day execution of knowledge content that powers Inspira's digital and agent-assisted customer experience, spanning Intercom Knowledge Hub, NICE CXone Expert, and Guru. This role sets the content taxonomy, style, and governance standards for the organization and, in this phase of the team's build-out, also executes against them directly, drafting and maintaining articles, managing SME and compliance review cycles, and running the knowledge platform sync process. The Knowledge Manager partners closely with the AI Bot Optimization Specialist and Application Lead to ensure content quality, platform integrity, and bot performance are managed as a single, coordinated system, and is expected to hand off day-to-day content execution to a dedicated Content Specialist as volume and complexity grow.

• Own the knowledge content strategy across Intercom Knowledge Hub, NICE CXone Expert, and Guru, including the content taxonomy, style guide, and article template library.
• Establish and govern the content lifecycle standard - creation, review, versioning, and retirement, maintaining NICE CXone Expert as the governed source of record when content diverges across platforms.
• Draft, edit, and publish knowledge base articles directly, ensuring content is accurate, consistent in tone, and aligned to Inspira's standards, while the team is in a single-resource content model.
• Partner with subject matter experts across Claims, Compliance, Benefits, and IT to source and validate content for new products, policy changes, and regulatory updates.
• Route content requiring compliance or legal review through the appropriate sign-off workflow prior to publication, maintaining audit-ready documentation.
• Own the weekly Guru-Intercom Knowledge Hub sync process, confirming updates propagate correctly and escalating integration or platform failures to the Application Lead.
• Lead the weekly Fin knowledge-gap review in partnership with the Bot Optimization Specialist, prioritizing and actioning flagged content gaps into new articles or article updates.
• Support content readiness for new product, plan, and policy launches, including open enrollment and regulatory change cycles.
• Track content performance metrics, including article views and Fin retrieval rates, to identify high-value versus stale content and prioritize the content roadmap.
• Maintain governance documentation, including publishing standards, SME contacts, review workflows, and taxonomy definitions, ensuring continuity as the function scales.
• Assess ongoing content volume, complexity, and turnaround time against capacity, and build the business case for a dedicated Content Specialist hire as the workload requires.
• Support the transition of content execution duties to a future Content Specialist, including onboarding, documentation handoff, and quality oversight once hired.
• Perform other duties as assigned.

Preferred Qualifications
Education & Experience:

• 5+ years of experience in knowledge management, content strategy, editorial leadership, or customer support content roles, preferably within financial services, healthcare, or benefits administration.
• Experience owning a knowledge base supporting a contact center, chatbot, or self-service customer support environment strongly preferred.
• Experience with knowledge base or content management platforms (e.g., Intercom Knowledge Hub, NICE CXone Expert, Guru, Zendesk, Confluence) required.
• Working knowledge of compliance or regulatory content review processes in financial services or healthcare preferred.
• Demonstrated experience balancing strategic ownership with hands-on execution in a lean or scaling team environment preferred.
• Bachelor's degree in Communications, English, Instructional Design, or a related field preferred; equivalent experience considered.

Skills & Abilities:

• Strong strategic judgment; able to set content standards and taxonomy while remaining effective in hands-on execution.
• Excellent written communication skills; able to translate complex, technical, or regulatory information into clear, concise, customer-friendly content.
• Strong attention to detail and content accuracy, particularly for compliance-sensitive material.
• Organized and process-oriented; able to manage governance responsibilities, multiple content requests, review cycles, and platform syncs simultaneously.
• Comfortable partnering with subject matter experts, compliance reviewers, and technical teams to gather and validate information.
• Analytical ability to interpret content performance and bot-retrieval data and translate findings into a prioritized content roadmap.
• Working familiarity with AI-assisted customer service tools, such as chatbots or virtual agents, and how content quality affects their performance.
• Able to identify capacity limits and make a clear, data-informed case for additional resourcing as the function scales.
• Adaptable and collaborative; comfortable operating in a fast-paced, evolving digital CX environment.
• Demonstrates the highest degree of honesty, integrity, and ethical conduct in all professional activities.

Compensation & Benefits
$85,000-$100,000 per year