Manager – Knowledge Management & Enablement

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Position Summary

The Manager, Knowledge Management & Enablement leads the team, processes, and practices that enable associates to quickly access accurate, relevant, and actionable knowledge at the moment of need.

This role is responsible for translating the organization’s knowledge strategy into scalable practices that connect content, governance, technology, analytics, and business processes to improve associate effectiveness and the client experience. The manager ensures knowledge is findable, usable, measurable, governed, and continuously improved based on associate and business needs.

The Manager partners closely with Service, Operations, Compliance, Product, Technology, Training, Performance Enablement, and other business functions to identify knowledge needs, close content and process gaps, and support organizational readiness for changes impacting frontline associates. 

This leader will also help advance the effective use of modern knowledge technologies, intelligent search, automation, and AI-enabled capabilities while ensuring the Knowledge Management team has the skills, processes, and standards needed to support an evolving service environment. 

Responsibilities

Team Leadership & Strategy

• Lead, coach, develop, and establish priorities for the Knowledge Management team.

• Translate broader knowledge strategy into team priorities, practices, and measurable outcomes.

• Establish and maintain knowledge standards, governance practices, operating processes, roles, and service expectations.

• Build team capability across knowledge management, business partnership, analytics, technology, and operational enablement.

• Foster a culture of agility, accountability, innovation, and continuous improvement.

• Manage team capacity and priorities to ensure resources are aligned to the highest-impact business needs.

Knowledge Governance & Content Excellence

• Lead the team’s execution of content governance and lifecycle management practices, including ownership, review, approval, publishing, and retirement.

• Ensure frontline knowledge is accurate, clear, consistent, accessible, and aligned with current business processes and tools.

• Oversee the application of taxonomy, metadata, information architecture, and content standards to improve organization and findability.

• Identify opportunities to consolidate, simplify, or eliminate redundant content and processes.

• Partner across the organization to ensure business, regulatory, product, and process changes are accurately and quickly reflected in frontline knowledge.

• Establish clear ownership and accountability for maintaining knowledge after implementation.

Knowledge Technology & AI Enablement

• Represent business and associate needs in the ongoing evolution of enterprise knowledge platforms and digital knowledge experiences.

• Identify opportunities to leverage AI, automation, intelligent search, and emerging capabilities to improve how associates access and apply knowledge.

• Partner with Technology and other teams to improve the connection between knowledge content, business processes, and AI-enabled experiences.

• Lead the team in applying knowledge standards that improve findability and support both direct and AI-assisted knowledge experiences.

• Stay current on emerging knowledge practices and technologies and identify opportunities to strengthen team capabilities and business outcomes.

• Support adoption of new knowledge capabilities by helping the team and business understand how they can be used effectively.

Knowledge Insights & Continuous Improvement

• Establish mechanisms for capturing associate, leader, subject matter expert, and stakeholder feedback.

• Use feedback, search behavior, usage trends, operational data, and other available insights to identify knowledge gaps and areas of friction.

• Prioritize improvements based on business impact, associate need, client impact, risk, and frequency of use.

• Establish and monitor measures of knowledge effectiveness, including adoption, content quality, findability, gap resolution, utilization, and turnaround time.

• Translate insights into recommendations and team priorities that improve knowledge, processes, associate effectiveness, and client outcomes.

• Provide leaders and business partners with visibility into trends, gaps, progress, and opportunities.

Business Partnership & Organizational Readiness

• Serve as a knowledge and enablement partner to business leaders, understanding immediate needs as well as emerging priorities.

• Ensure the Knowledge Management team is engaged early in initiatives involving new products, processes, technologies, regulatory requirements, or organizational change.

• Lead the team’s participation in readiness efforts to identify knowledge impacts and ensure associates have the information they need when changes occur.

• Partner with Training and Performance Enablement to determine whether identified needs are best addressed through knowledge, training, reinforcement, workflow improvement, or other solutions.

• Balance competing priorities and resources while maintaining responsiveness to critical business and regulatory needs.

• Escalate risks, capacity concerns, and competing priorities when broader leadership decisions are required.

Requirements

Required

• Demonstrated experience leading and developing a team within Knowledge Management, Knowledge Enablement, Content Operations, Service Enablement, or a related discipline.

• Strong understanding of knowledge management practices, including content governance, taxonomy, information architecture, search and findability, content lifecycle management, and knowledge-centered practices.

• Experience supporting service or operations environments, preferably within financial services or another complex, regulated organization.

• Ability to translate business needs and strategic direction into clear priorities and executable plans for a team.

• Experience supporting change management and organizational readiness.

• Strong analytical skills with the ability to use data, feedback, and operational insights to identify opportunities and prioritize work.

• Excellent written and verbal communication skills with the ability to effectively partner with associates, subject matter experts, business leaders, and senior leaders.
• Demonstrated ability to navigate ambiguity, changing priorities, and a fast-paced environment.

• Strong project management and prioritization skills with the ability to manage multiple concurrent, time-sensitive initiatives. 
• Strong cross-functional relationship management skills and the ability to balance competing stakeholder needs.

• Self-motivated and results-oriented, with a strong commitment to improving the associate and client experience.

Preferred

• Experience with enterprise knowledge management or digital content platforms.

• Familiarity with AI-enabled knowledge delivery, intelligent search, generative AI, or digital-assistant capabilities.

• Experience using data visualization and reporting tools to identify trends and communicate results.

• Experience with process improvement and operational performance practices.

• Experience participating in a knowledge management transformation, technology implementation, or significant organizational change.

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