Operations Manager, Member Services (Knowledge Management)

The Manager, Member Journey & Knowledge Management owns two primary outcomes: the health of the Member Services knowledge base, and a complete, accurate picture of the end-to-end member journey — its processes, policies, and pain points. The ability to own and influence both, are paramount to the role.

This role documents and maps how the member journey actually works today, keeps the knowledge base that describes it accurate and trustworthy, and uses both to identify where Product can meaningfully improve the member experience, from the perspective of efficiency/effectiveness as well as automation where possible.

This is a deep, focused ownership role. Success means the knowledge base is clean and trusted for both human and AI agents,  the journey is fully mapped and understood end-to-end, and Product team has a clear, evidence-based view into where to invest next.

What you'll do:

Knowledge Base Health & Governance 

• Own the OneImaging knowledge base as the single source of truth.
• Own knowledge content lifecycle: identify and remediate outdated, duplicate, conflicting, or orphaned content.
• Establish and maintain the governance framework for content ownership, review cycles, approvals, and retirement.
• Define and maintain knowledge architecture: taxonomy, tagging, and organization to keep content findable.
• Monitor knowledge health: accuracy, freshness, duplication, content gaps, and search effectiveness.
• Ensure content is structured to support both human agents and AI-enabled support tools.
• Build reporting and dashboards that give leadership ongoing visibility into knowledge base health.

End-to-End Member Journey Processes & Policies

• Own documentation of the full member journey encompassing every process and policy a member touches from first contact through resolution.
• Partner with Business Owners and Product SMEs to validate that documented processes reflect actual practice.
• Ensure that when a process or policy changes, it's reflected consistently across all documentation and the knowledge base.
• Build and maintain visual, end-to-end process maps of the member journey across systems, teams, and handoffs.

Product Enablement for Member Journey Improvement

• Serve as the Member Services voice into Product: translate journey pain points, knowledge gaps, and operational friction into clear product opportunities.
• Analyze journey data, member feedback, and knowledge base usage to identify where product changes would most improve the member experience.
• Maintain visibility into upcoming product changes that affect the member journey and assess their downstream impact on processes and knowledge.
• Partner with Product to validate that shipped changes improve the member experience as intended.

About you:

Required Experience

• 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 (ownership, review cycles, accuracy standards, retirement).
• Hands-on experience building and maintaining process maps (e.g., Visio, Lucidchart, 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 — able to drive outcomes by influencing SMEs, Product, and Operations partners.
• Experience with knowledge base and CRM/support platforms (e.g., Zendesk, Salesforce, Notion).
• Highly self-directed, with the ability to build governance and mapping standards from first principles.

Preferred Qualifications

• Background in radiology, medical imaging, or diagnostic services — clinical coordination, patient access, or operations.
• Familiarity with radiology workflows: prior authorization, imaging order management, payer-specific protocols, provider network coordination.
• Experience structuring knowledge content for AI-enabled support tools.

Who You Are

A systems thinker who instinctively maps how work actually flows before trying to fix it.

• Treats a messy knowledge base or an undocumented process as something to solve, not just flag.
• Keeps the member at the center of every process, policy, and product conversation — always asking “what does this feel like for the person on the other end?”
• Believes affordable, transparent healthcare access matters, and wants their work to be part of how OneImaging delivers on that promise.
• Data-driven but human-centered: uses journey and knowledge data to find problems, and judgment to prioritize fixes.

The base salary range for this position is $100,000 - $115,000. Individual compensation will depend on various factors, including qualifications, skills, experience, location, and applicable laws. In addition to base salary, this role is eligible to participate in our equity incentive and competitive benefits plans.