Operations Manager, Member Services (Knowledge Management)

Remote · USD 100,000-115,000 · 5+ years experience · Remote · Posted Oct 14, 2026

At a glance

The Manager, Member Journey & Knowledge Management owns the health of the Member Services knowledge base and a complete, accurate picture of the end-to-end member journey.
This role documents and maps the member journey, maintains the knowledge base, and uses both to identify where Product can meaningfully improve the member experience.
Success means the knowledge base is clean and trusted for both human and AI agents, the journey is fully mapped end-to-end, and the Product team has clear visibility into where to invest next.

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Own knowledge content lifecycle: identify and remediate outdated, duplicate, conflicting, or orphaned content.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.
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.
Build and maintain visual, end-to-end process maps of the member journey across systems, teams, and handoffs.

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.

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.