Operations Manager, Member Services (Knowledge Management)

The role

The Manager, Member Journey & Knowledge Management owns the health of the Member Services knowledge base and the end-to-end member journey. This person documents processes, maintains accurate knowledge content, and identifies product improvement opportunities.

What you will do

• Own the OneImaging knowledge base as the single source of truth.
• Manage the knowledge content lifecycle including remediation of outdated or duplicate content.
• Establish and maintain the governance framework for content ownership and review cycles.
• Define and maintain knowledge architecture including taxonomy and tagging.
• Monitor knowledge health regarding accuracy, freshness, and search effectiveness.
• Ensure content supports both human agents and AI-enabled support tools.
• Build reporting and dashboards for knowledge base health visibility.
• Document the full member journey including every process and policy.
• Build and maintain visual, end-to-end process maps of the member journey.
• Translate journey pain points and operational friction into product opportunities.

Required qualifications

• 5+ years in knowledge management, business process management, or journey/process mapping
• Proven experience owning a knowledge base end-to-end including governance practices
• Hands-on experience building and maintaining process maps using tools like Visio, Lucidchart, or Miro
• Experience partnering with Product teams to translate insights into requirements
• Ability to drive outcomes by influencing SMEs, Product, and Operations partners without direct reports
• Experience with knowledge base and CRM/support platforms such as Zendesk, Salesforce, or Notion
• Highly self-directed

Nice to have

• Background in radiology, medical imaging, or diagnostic services
• Familiarity with radiology workflows such as prior authorization, imaging order management, payer-specific protocols, or provider network coordination
• Experience structuring knowledge content for AI-enabled support tools

Benefits

• Equity incentive
• Competitive benefits plans

About the company

OneImaging provides a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states. The solution helps patients access essential radiology services at fair prices without surprise bills.