Manager role focusing on global financial reporting and consolidation processes for a Fortune 10 healthcare company. Leading financial activities and collaborating with cross - functional teams to enhance efficiency and accuracy.
About the role
- Senior Manager handling knowledge management and communications for Blink Health's Patient Services. Leading AI-driven initiatives and ensuring compliance in a healthcare environment.
Responsibilities
- Own the strategy, architecture, and execution of how information is created, maintained, and delivered across Patient Services — at scale
- Define and own the long-term vision for a modern, AI-enabled knowledge management ecosystem across Patient Services
- Lead the evaluation, implementation, and governance of AI-powered knowledge tools — including Large Language Model (LLM)-assisted content generation, intelligent search, and automated content freshness workflows
- Build a knowledge infrastructure that proactively surfaces relevant information to frontline agents in real time, reducing handle time and improving accuracy
- Partner with Product and Technology teams to integrate knowledge systems into agent-facing tools, chatbots, and customer-facing self-service experiences
- Set and uphold a high editorial bar for all knowledge content — Standard Operating Procedures (SOPs), communications, training materials, and compliance documentation
- Lead a team of content developers and knowledge specialists, setting clear goals, coaching for growth, and building a culture of quality and ownership
- Own the full content lifecycle: creation, review, approval, publication, versioning, and retirement
- Oversee all internal communications to Patient Services teams, including operational changes, policy updates, product launches, and leadership messaging
- Design communication strategies that drive comprehension, adoption, and alignment at scale across a distributed frontline workforce
- Measure communication effectiveness and iterate based on data and team feedback
- Lead knowledge and communications workstreams for new client and product launches — from requirements gathering through go-live and post-launch optimization
- Partner closely with Operations, Compliance, Legal, Training, Product, and Technology to ensure knowledge content meets regulatory standards and operational realities
- Define, track, and report on team Key Performance Indicators (KPIs) — content accuracy rates, time-to-publish, agent utilization, self-service deflection, and others
Requirements
- Bachelor's degree or equivalent experience
- 7+ years of experience in knowledge management, content strategy, or related fields, with at least 3+ years managing and developing people
- Demonstrated experience leading AI or technology-forward initiatives in a knowledge, content, or operations context — including hands-on work with LLM tools, AI-assisted authoring, or intelligent search platforms
- Proven track record owning KM strategy, governance, and content lifecycle for large-scale frontline or customer service operations
- Strong editorial and written communication skills, with experience leading internal communications through complex operational or policy change
- Experience operating in regulated industries (healthcare, pharmacy, insurance, or similar), with a rigorous focus on accuracy and compliance
- Comfort working with data — defining KPIs, analyzing content performance, and translating insights into actionable improvements
- Experience with enterprise KM platforms, CMS tools, or contact center knowledge bases (e.g., Guru, Confluence, Salesforce Knowledge, or similar)
- A builder's mindset: you see knowledge infrastructure as a product, not a filing system, and you're energized by the opportunity to modernize how teams work.
Benefits
- Open to remote candidates as well as local candidates in New York, Pittsburgh, or St. Louis
- Regular onsite travel is required during the first 60 days, travel onsite twice per month for four consecutive days (Mon–Thu). After 60 days, travel onsite once per month for four consecutive days (Mon–Thu)
- Hybrid schedule with a minimum of three (3) days per week in office
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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