[Hiring] AI Knowledge Management & Content Governance Lead @CenterWell

Role Description

This position is created specifically to assist with Humana's efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana's receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination.

The Organizational Effectiveness Lead is responsible for leading the knowledge management strategy, governance, and execution required to support service delivery, operational consistency, and workforce effectiveness under the VA contract. This role ensures that operational knowledge, process documentation, and support content are organized, current, accessible, and aligned to contract requirements, customer service expectations, and business priorities.

This position leads the development of a structured knowledge management approach that enables associates, leaders, and support teams to efficiently access accurate information needed to perform their roles and deliver a consistent service experience. The role evaluates and applies industry best practices for content design, organization, maintenance, usability, and governance, while also exploring and leveraging artificial intelligence and other digital capabilities to improve content creation, searchability, retrieval, and overall user experience.

The Organizational Effectiveness Lead works closely with process improvement professionals, operational leaders, training teams, quality teams, and technology partners to translate new and changing processes into clear, practical, and effective documentation. This includes:

• Standard operating procedures
• Process guides
• Decision support content
• Job aids
• Work instructions
• Other operational reference materials

This role is accountable for establishing content standards, documentation frameworks, review cycles, and quality controls to ensure knowledge assets remain accurate, usable, and sustainable. The position also helps drive adoption of knowledge tools and content practices across the organization, supporting employee performance, change readiness, and a positive customer experience.

The Organizational Effectiveness Lead exercises independent judgment in managing complex documentation and knowledge strategy needs, balancing operational demands, compliance requirements, content usability, and evolving business priorities with minimal supervision.

Our Government Contract Requires US Citizenship for this Position

Qualifications

• Bachelor's degree in business, organizational development, communications, education, information management, operations, or a related field. Or equivalent professional experience.
• 5+ years of experience in knowledge management, process documentation, organizational effectiveness, operations support, or a related function.
• 3+ years of experience developing and maintaining operational documentation such as standard operating procedures, work instructions, job aids, and process guides.
• Experience translating complex operational processes into clear, user-friendly documentation and knowledge content.
• Experience partnering across operations, process improvement, training, quality, compliance, and technology teams.
• Strong written communication, editing, organization, and content governance skills.

Requirements

• Experience supporting government, healthcare, regulated, or contact center environments.
• Experience with enterprise knowledge bases, content repositories, or knowledge management platforms.
• Experience using or evaluating AI-enabled tools to improve content creation, search, retrieval, summarization, or tagging.
• Knowledge of change management, continuous improvement, taxonomy, information architecture, or content lifecycle management practices.

Benefits

• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance
• Many other opportunities

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.