Operations Manager, Member Services – Knowledge Management

OneImaging

. Own the OneImaging knowledge base as the single source of truth .

Posted 10/14/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in knowledge management and process mapping, with a strong focus on governance, content lifecycle management, and the ability to translate operational insights into actionable product improvements. Proficient in building and maintaining knowledge bases and process maps to enhance member experience in digital health and healthcare services.

Highest-signal resume keywords

Knowledge ManagementProcess MappingGovernance PracticesAI-Enabled Support ToolsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge Base OwnershipContent Lifecycle ManagementProcess MappingData AnalysisContent Structuring

Soft Skills

InfluencingSelf-DirectionCollaboration

Tools & Technologies

VisioLucidchartMiroZendeskSalesforceNotion

Industry Keywords

Digital HealthHealth InsuranceRadiologyTech-Enabled Healthcare ServicesClinical Coordination

About the role

Key responsibilities & impact

Own the OneImaging knowledge base as the single source of truth
Own the knowledge content lifecycle by identifying and remediating outdated, duplicate, conflicting, or orphaned content
Establish and maintain governance for content ownership, review cycles, approvals, and retirement
Define and maintain knowledge architecture, including taxonomy, tagging, and organization
Monitor knowledge health, including accuracy, freshness, duplication, content gaps, and search effectiveness
Structure content to support human agents and AI-enabled support tools
Build reporting and dashboards for leadership visibility into knowledge base health
Own documentation of the full member journey, covering every process and policy from first contact through resolution
Partner with Business Owners and Product SMEs to validate documented processes against actual practice
Ensure process and policy changes are reflected consistently across documentation and the knowledge base
Build and maintain visual, end-to-end process maps across systems, teams, and handoffs
Serve as the Member Services voice into Product by translating journey pain points, knowledge gaps, and operational friction into product opportunities
Analyze journey data, member feedback, and knowledge base usage to identify product improvements
Assess downstream process and knowledge impacts of upcoming product changes
Partner with Product to validate that shipped changes improve the member experience

Requirements

What you’ll need

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 such as ownership, review cycles, accuracy standards, and retirement
Hands-on experience building and maintaining process maps using tools such as Visio, Lucidchart, or 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 and able to drive outcomes by influencing SMEs, Product, and Operations partners
Experience with knowledge base and CRM/support platforms such as Zendesk, Salesforce, or 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 — preferred
Familiarity with radiology workflows, including prior authorization, imaging order management, payer-specific protocols, and provider network coordination — preferred
Experience structuring knowledge content for AI-enabled support tools — preferred

Benefits

Comp & perks

Equity incentive plan
Competitive benefits plans