Manager, Knowledge Management and Communications

The Role: The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our customers. As the Knowledge Management and Communications Manager you will lead the strategy and execution of how information is created, maintained, and shared across the Patient Services. In a highly regulated healthcare environment, this role ensures that frontline teams are equipped with clear, compliant, and up-to-date knowledge, while also driving effective internal communications that support change, alignment, and continuous improvement. The role is essential to delivering accurate, empathetic, and consistent customer experiences at scale.

What You’ll Do: 

• Lead the Knowledge Management content development and editorial work
• Oversee all content and communications delivery to internal audiences
• Own the strategic vision for content, including Standard Operating Procedures (SOP) development, communication, and content-related best practices
• Build programs and processes to manage and scale content across business units
• Develop and edit content, maintaining a very high bar for consistently clear, concise, and trustworthy user-focused content for SOP, communications, and training content copy
• Lead and develop content developers
• Oversee project management of deliverables related to new clients and product launches, including identifying content-related requirements, setting and communicating time frames for completion, and meeting all project objectives
• Use data, research, and expert-level knowledge to refine existing content and drive improvement of new content creation
• Continuously refine our content offering based on metrics
• Evaluate technology improvements for content management, instructional design and storage and make appropriate recommendations for usage and implementation
• Build mechanisms to ensure global consistency and content quality
• Measure and adapt communication content based on impact and learnings

A successful applicant will fit the following criteria:

• Bachelor's degree or equivalent working experience
• 5+ years of experience in knowledge management, with at least 2+ years managing people
• Proven ability to lead, coach, and develop a team while setting clear goals, expectations, and performance standards
• Experience owning knowledge management strategy, governance, and lifecycle for frontline customer service teams
• Strong written communication skills, with experience leading internal communications for operational and policy changes
• Demonstrated success partnering cross-functionally with operations, compliance, training, product, and technology teams
• Experience operating in regulated environments (healthcare, pharmacy, insurance, or similar), with a strong focus on accuracy and compliance
• Ability to define and track team KPIs and use data to drive quality, consistency, and continuous improvement
• Experience with knowledge management platforms or CMS tools supporting contact center or customer service operations

• Located in Pittsburgh, St. Louis, or willing to relocate.

.Onsite & Hybrid Work Requirements (Mandatory):

•  This role is open to remote candidates as well as local candidates based in Pittsburgh or St. Louis.
• • Remote candidates: Regular onsite travel is required and is a condition of employment. During the first 60 days, employees must travel onsite twice per month for four consecutive days per visit (Monday through Thursday). After the initial 60 days, employees must travel onsite once per month for four consecutive days (Monday through Thursday).
• • Local candidates (Pittsburgh or St. Louis): This role follows a hybrid schedule requiring in-office attendance minimum three (3) days per week.