Senior Knowledge Manager

Job description

Acumen Fiscal Agent facilitates freedom, choice, and opportunity through innovative fiscal agent solutions.

Change lives. Lead work that matters.

ROLE AND ESSENTIAL FUNCTIONS

At Acumen Fiscal Agent, we help people live more independently. We partner with state governments, health plans, and community programs to administer self-directed care programs, enabling individuals with disabilities, aging adults, and veterans to hire and manage their own caregivers while remaining in their homes and communities.

Behind the scenes, we operate the systems and processes that make this possible, including payroll, tax compliance, enrollment, customer service, financial operations, and electronic visit verification.

We are hiring a Senior Knowledge Manager to establish and lead Acumen's enterprise knowledge management function. As Acumen continues to grow across more than 120 programs in 35 states, this newly created role defines how critical product, process, and program knowledge is owned, maintained, and delivered to the people who need it.

The immediate priority for this role will be establishing Acumen's enterprise knowledge governance strategy, including the governance model, ownership of critical product and operational knowledge across departments, and documentation standards for new product and release readiness.

This is a strategic leadership role rather than a technical writing or content administration position. The successful candidate will independently own knowledge strategy and governance, create accountability across departments without direct authority, communicate effectively with executives, and move the organization forward with appropriate autonomy.

Ideal Experience

The strongest candidate will have experience with several of the following:

Building a knowledge management function, governance model, or enterprise content program from the ground up

Cross-functional content ownership models, governance councils, or review cycles

Documentation as a release or launch requirement within product development

Knowledge-Centered Service (KCS) or a comparable knowledge management methodology

Self-service, support deflection, or performance support content strategy

Multi-state or multi-program operations where processes vary by location

Using AI to optimize knowledge operations and embedding AI capabilities into an enterprise knowledge management strategy

What You'll Do

You will own Acumen's knowledge management strategy from definition through governance design, adoption, and ongoing measurement.

Set Knowledge Strategy and Governance

Develop and own Acumen's enterprise knowledge management strategy and roadmap, including opportunities to responsibly leverage AI to improve knowledge discovery and reuse

Assess the current state of enterprise knowledge, including where critical knowledge lives, who maintains it, and where ownership, structure, findability, and currency can be strengthened

Design and implement the knowledge governance model, including content ownership, review cycles, retirement standards, decision rights, and controls that keep knowledge accurate, compliant, and trustworthy across human- and AI-enabled experiences

Establish operating cadences for governance reviews that keep priorities aligned and ownership clear

Establish Ownership at the Source

Define a documentation ownership model that clarifies what Product, operational teams, and Training each create and maintain

Partner with Product and Technology teams to make documentation a standard part of release readiness, so new products and releases launch with usable knowledge content and defined role impacts

Coach content owners across departments to author and maintain their own knowledge to enterprise standards

Lead adoption of knowledge ownership practices through influence, coaching, and visible early wins rather than positional authority

Build Standards That Scale

Establish enterprise standards for authoring, content quality, metadata, taxonomy, and information architecture that support consistent human use and future AI-enabled knowledge capabilities

Build knowledge standards and processes once and scale them consistently across programs and states, accounting for program-level variation without duplicating effort

Audit priority knowledge content on a recurring cycle and hold owners accountable for correcting, consolidating, or retiring outdated material

Drive Alignment, Accountability, and Decisions

Partner with Product, Operations, Customer Support, Process Improvement, Compliance, Training, and Technology teams to identify and prioritize enterprise knowledge needs

Facilitate working sessions focused on decisions, ownership, and accountability

Resolve ownership gaps and competing priorities across business, technical, and operational teams

Evaluate emerging knowledge management technologies, including relevant AI capabilities, recommend adoption strategies, communicate priorities weekly, and escalate risks and dependencies early with clear options and recommendations

Measure Knowledge Health and Business Value

Define and report knowledge health and business-value metrics, including content currency, quality, usage, findability, time to trusted information, reuse, self-service, duplication, and maintenance effort

Analyze support, training, operational, and knowledge-use data to identify gaps and opportunities with the greatest business impact

Provide concise, decision-ready reporting to leadership on knowledge risks, priorities, and investment needs

Requirements

What We're Looking For

Bachelor's degree in business, communications, information science, or a related field, or equivalent professional experience

7–10 years of progressive experience in knowledge management, content strategy, technical documentation, or enablement, including at least 3 years owning a knowledge management program

Building a knowledge management program or governance model from the ground up

Establishing content ownership, standards, and review cycles across multiple departments

Strong information architecture, taxonomy, and content standards capability

Proven ability to influence senior leaders and create accountability without direct authority

Excellent executive, written, verbal, and facilitation communication skills

Ability to work independently, make progress in ambiguity, and build structure in a newly established function

Preferred Qualifications

APQC Knowledge Manager Certification, Knowledge-Centered Success (KCS) Practices certification, or a comparable credential; graduate degree in information or knowledge management a plus.

Partnering with organizational leaders to establish knowledge internal and external knowledge frameworks

Leading change management, adoption, or enablement initiatives

Proficiency with knowledge base platforms such as SharePoint, Confluence, or Zendesk Guide

Experience in healthcare, human services, Medicaid, payroll, or another regulated environment

WHAT MAKES THIS ROLE UNIQUE

Establish a new enterprise function with visible, company-wide impact

Operate in a high-ownership strategy role focused on outcomes, not content administration

Shape how Acumen captures, governs, and delivers the knowledge behind its products and programs

Work directly with senior leaders across Product, Operations, Compliance, and Training

Support programs that enable thousands of people to live more independently

ACUMEN IS AN EQUAL OPPORTUNITY EMPLOYER

Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties as requested by their supervisor.

Salary Description

$90,000 - $105,000