CarePayment Technologies Inc

Compensation

Full Description

POSITION SUMMARY The Knowledge Manager owns Customer Care’s knowledge management strategy and serves as the business owner for its customer-facing AI chatbot and member inquiry drafting capabilities. The role creates and governs operational documentation and AI-ready knowledge assets and leads AI configuration, implementation, deployment, testing, validation, and ongoing improvement. Working with Operations, Compliance, Product, Technology, Training, Quality Assurance, and Data Engineering, the Knowledge Manager ensures knowledge resources and AI responses are accurate, accessible, compliant, scalable, and aligned with approved business requirements and release controls. ESSENTIAL JOB DUTIES Knowledge Management & Documentation • Own the Customer Care knowledge management program, including governance, content standards, taxonomy, organization, and maintenance. • Create, revise, and maintain operational procedures, work instructions, quick-reference guides, knowledge articles, and process documentation. • Establish and maintain content ownership, review cycles, version control, and approval workflows. • Audit existing documentation for accuracy, consistency, usability, and compliance. • Partner with business stakeholders to identify documentation gaps and process improvement opportunities. • Ensure knowledge assets are organized, maintained, and optimized for both employee accessibility and AI consumption, supporting operational efficiency and scalable automation. AI Enablement & Governance • Own the business implementation and ongoing operation of Customer Care’s customer-facing AI chatbot and member inquiry drafting capabilities, including hands-on platform configuration, deployment coordination, and maintenance in partnership with Technology and Data Engineering. • Build and govern a comprehensive, AI-ready knowledge base—including approved templates, talk-tracks, business rules, process documentation, and knowledge assets—and integrate it into AI-enabled workflows. • Partner with Operations, Technology, and Data Engineering to define, prepare, and integrate account-specific data used for AI inference, model training, and workflow execution. • Own AI output configuration, prompt and workflow design, testing, validation, modification, and ongoing maintenance to improve quality, transparency, accuracy, and performance. • Establish and operate governance controls, monitoring, feedback loops and release processes, in partnership with Compliance, which holds release approval, to ensure AI-generated content aligns with approved language, compliance requirements, bank approval processes, brand standards, and business objectives. • Lead ongoing optimization, issue resolution, documentation, and change management for AI capabilities in production. Cross-Functional Collaboration • Partner with Compliance to ensure documentation and knowledge assets align with regulatory requirements and internal policies. • Collaborate with Technology, Product, and Data & Analytics teams on knowledge architecture, integrations, and AI initiatives. • Support Training, Quality Assurance, and Operations teams by ensuring learning materials remain current and aligned. • Participate in operational projects requiring procedure development, workflow design, communication plans, and change management support. Continuous Improvement • Analyze knowledge usage, search effectiveness, content quality, and user feedback to identify improvement opportunities. • Recommend process improvements that enhance documentation quality, employee experience, customer experience, and operational efficiency. • Establish metrics and reporting to measure knowledge management effectiveness, AI readiness, content quality, system transparency/performance, and auditability. Special projects as required. This list may adapt and change over time. QUALIFICATIONS • Bachelor’s degree in Business, Communications, Technical Writing, Information Management, Instructional Design, or related field; equivalent experience considered. • 5+ years of experience in knowledge management, technical writing, business process documentation, training development, operations, or related disciplines. • Strong writing, editing, and documentation skills with exceptional attention to detail. • Experience developing and maintaining policies, procedures, work instructions, or operational documentation. • Hands-on experience implementing, deploying, configuring, and maintaining customer service conversational AI or virtual-assistant solutions using Forethought, Decagon, Cognigy, Ada, Agentforce, or a comparable AI-native technology platform. • Experience developing AI test scenarios and acceptance criteria, executing functional and regression testing, documenting defects, and validating response quality and alignment with approved knowledge sources. • Demonstrated ability to translate operational procedures and business rules into clear conversational requirements and configuration specifications. • Demonstrated ability to simplify complex information into clear, user-friendly content. • Strong organizational, project management, and stakeholder management skills. • Proficiency with Microsoft 365 applications, including Word, Excel, SharePoint, Teams, Visio and Copilot. • Experience with knowledge management platforms and content governance programs. · Preferred Qualifications • Experience supporting contact center, healthcare, financial services, fintech, or regulated environments. • Familiarity with compliance requirements related to HIPAA, GLBA, privacy, security, and regulated customer communications. • Experience with process mapping, workflow design, and change management. • Experience coordinating user acceptance testing for conversational AI in a contact center or regulated service environment. • Familiarity with knowledge retrieval concepts, including how source content, organization, and retrieval quality affect AI-generated responses. • Experience using conversation analytics, quality-review findings, or customer feedback to improve AI configurations and expand test coverage. SKILLS AND ABILITIES • Ability to translate complex operational processes, business rules, and technical information into clear, accurate knowledge resources and maintainable conversational AI configurations. • Ability to communicate clearly with technical and nontechnical stakeholders. • Strong analytical, troubleshooting, documentation, and time-management skills. • Strong initiative, ownership, attention to detail, and adaptability in a growing environment. • Ability to work independently and collaboratively across departments while managing competing priorities. • Dedication to exceptional, professional work through solution orientation, confidentiality and attention to detail, follow-up and effective communication. • Excellent communication (verbal and written in English; feedback, listening and comprehension), documentation, detail and time management skills (prioritizing and multitasking). Ability to communicate information and ideas to others so they will understand. • Excellent communication (verbal and written in English; feedback, listening and comprehension), documentation, detail and time management skills (prioritizing and multitasking). Ability to communicate information and ideas to others (verbal and written) so they will understand. • Ability to build rapport and work productively and professionally with others (customers, team and teammates); ability to work independently. • Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with minimal supervision. Flexibility with changing procedures and goals. • Ability to be receptive to coaching and feedback and to apply to work as needed. • Ability to structure clear, intuitive conversations that anticipate customer needs, clarify ambiguous requests, and provide appropriate next steps or human assistance. • Ability to write, evaluate, and refine AI instructions and response guidance that reflect approved content, business rules, and service standards. • Ability to develop realistic scenarios, evaluate actual results against expected outcomes, and identify gaps, inconsistencies, and unintended behavior. • Ability to distinguish knowledge-content gaps, configuration issues, retrieval problems, and technical defects and collaborate with the appropriate teams on resolution. • Ability to recognize unsupported responses, sensitive-information concerns, and issues requiring Compliance, Technology, or operational review. • Ability to maintain clear records connecting requirements, configuration changes, test results, defects, and approvals. KEY COMPETENCIES • Technical writing • Knowledge management • AI governance and content management • Conversational AI configuration and conversation design • Prompt and response-guidance optimization • AI functional testing and validation • Test scenario development and acceptance criteria • Regression testing and defect management • AI response quality and knowledge alignment • Human-handoff and fallback design • AI configuration governance and change control • Business process documentation • Content organization and information architecture • Cross-functional collaboration • Continuous improvement • Project management • Change management • Regulatory and compliance awareness • Analytical thinking • Communication and stakeholder management WHAT IS THE WORK ENVIRONMENT LIKE? · This position is performed primarily in an office or approved remote workspace and involves frequent use of computer-based applications, telephone or virtual communication systems, and electronic records. Responsibilities include developing and maintaining operational documentation and knowledge resources, managing content governance and review processes, configuring and maintaining AI-enabled knowledge systems, and collaborating across departments to ensure information is accurate, accessible, current, and compliant. • Normal office working conditions. Work requires constant sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (up to 15 pounds). • Position may be remote with occasional visits to office locations required. The remote workspace must be private and secure, with reliable internet connectivity meeting company security and performance requirements and a clean desk maintained to protect confidential information and support effective communication. • This is a full-time, exempt position. Additional hours may be required during peak periods, subject to applicable law and reasonable accommodation obligations. • Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis, mentoring and technical work. Interactions are initiated in person or electronically. WHY SHOULD YOU WORK HERE? • Group benefits plans, including medical, dental, vision, FSA/HSA, including retirement plans (401k). Company-paid short-term and long-term disability plans and life insurance. Company benefits begin on the first of the month following the hire date. • Flexible vacation and nine holidays. • This position qualifies for annual bonus. • We believe feedback makes us better. You can expect regular meetings with your manager about your performance and growth. Pay: $85,000.00 - $131,000.00 per year Benefits: • 401(k) • 401(k) matching • AD&D insurance • Dental insurance • Disability insurance • Employee assistance program • Flexible schedule • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid time off • Vision insurance Experience: • Conversational AI development: 5 years (Required) • Technical writing: 5 years (Required) • AI content management: 5 years (Required) • Knowledge management: 5 years (Required) Work Location: Remote