Mgr, Knowledge Content Experience

Job Description

The Mgr, Knowledge Content Experience is responsible for developing and maintaining Knowledge Content best practices, style guides, and the content quality assurance process in partnership with the Knowledge Content leadership team. This individual is also responsible for leading the day-to-day operations of the Knowledge Content Experience team. Through leadership, coaching, expertise, and support, this individual will be critical to the success of maintaining high quality content for the Frontline Care Team and members.

Lead, support, and coach the Knowledge Content Experience team

Build strong, trusting relationships with team members and maintain a deep understanding of the talent across the team

Drive talent development and engagement

Partner with Knowledge Content leaders to evolve performance measures

Manage team productivity levels to ensure deadlines are achieved without disruption to value, quality, or productivity; raise resource risks to leadership as appropriate

Provide regular status reporting on the progress of “in flight” work

Deliver a best-in-class knowledge content experience

Establish and maintain knowledge content best practices and style guides for internal- and external-facing content; create templates and maintain processes for exceptions

Deliver a consistent, scalable, and exceptional multi-channel content experience to the frontline care team and members

Partner closely with Capabilities, Experience, and Marketing to ensure alignment on content strategy for external and internal content and across all frontline care team tools and resources

Oversee the knowledge content quality assurance program

Develop, document, and maintain the content quality assurance process in alignment with leadership and organizational priorities; track performance scores and provide reporting & dashboards

Partner with knowledge content leadership to create clearly defined success metrics for QA

Drive accountability to ensure content is consistent and in line with Accolade’s brand, voice, style, and tone; identify themes and knowledge gaps

Ensure implementation quality assurance artifacts are delivered on time with high quality for new customer launches, expansions, and renewals

Educate and influence internal and external stakeholders on knowledge content quality assurance methodologies, practices, and outcomes

Identify and execute continuous improvement projects focused on content creation and maintenance processes, content build productivity, and/or enhanced user experience; solicit and share feedback with peers and leaders.

Build, maintain, and renew internal and customer/member-facing content and participate in QA (as necessary)

Qualifications

• Bachelor’s degree required – preferably in Marketing / Communications / Publishing / Business
• 5-7+ years of experience in the healthcare industry
• 5+ years of leadership experience
• 5+ years of experience in quality assurance and/or content management
• Demonstrated experience establishing and enhancing content management and quality assurance best practices
• Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization and with external stakeholders
• Excellent project management skills; ability to perform well under pressure, adapt to change, prioritize and track work, and meet deadlines in a fast-paced, dynamic, evolving environment
• Broad knowledge and understanding of the healthcare ecosystem including point solutions, medical benefits and claims content, practices and processing
• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits
• Outstanding communication and copywriting skills; familiar with website, marketing, blog and internal communications and writing styles and requirements; experience creating content for the web, email, social media, and print.
• Strong technical aptitude; ability to learn how content applications work and leverage knowledge to improve how content is built as well as the ability to navigate complex technical systems and apply system concepts to work and provide actionable feedback on systems
• Excellent critical thinking, problem solving, and conflict resolution skills; detail-oriented, inquisitive, problem-solving in nature
• Hands-on in defining objectives and producing deliverables in a fast-paced environment
• Mastery of Microsoft Office (especially, Excel and PowerPoint) Business acumen; business process design and implementation.

Additional Information

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

Making a difference in our members’ and customers’ lives is what we do. Even when it’s hard, we do the right thing for the right reasons.

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're curious and act big not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

All your information will be kept confidential according to EEO guidelines.