JOB SUMMARY:

The Knowledge Manager is responsible for developing and leading the organization’s knowledge strategy, enabling teams with the information, tools, and resources they need to perform effectively. This role ensures that institutional knowledge, product details, regulatory requirements, and process documentation are captured, maintained, and easily accessible. The Manager also drives enablement programs that improve operational clarity, strengthen onboarding and training resources, and ensure employees have timely access to the information required to execute confidently.

This role collaborates closely with cross-functional teams and departmental leaders to maintain a consistent information ecosystem, support organizational learning, and foster a culture of knowledge sharing.

PRIMARY JOB RESPONSIBILITIES:

Knowledge Strategy & Governance

• Develop and maintain the organization’s knowledge management strategy, frameworks, and governance standards.
• Design, implement, and continuously improve systems and processes that support documentation, information sharing, and content lifecycle management.
• Ensure knowledge assets are accurate, up-to-date, searchable, and aligned with organizational needs.
• Define taxonomy, metadata standards, and organizational structures for knowledge repositories.

Content Development & Stewardship

• Oversee the creation, curation, and maintenance of high-quality documentation, guides, SOPs, FAQs, and training materials.
• Partner with subject-matter experts to capture institutional knowledge and transform it into accessible resources.
• Ensure content follows quality and compliance standards and reflects current processes and best practices.

Enablement Programs

• Develop and deliver enablement programs, including onboarding curricula, functional toolkits, and process training.
• Assess skill gaps and information needs across teams to inform the design of training experiences and resources.
• Support operational readiness for new systems, processes, or initiatives by developing clear and user-friendly enablement materials.
• Monitor adoption and effectiveness of enablement programs through metrics, feedback, and usage insights.

Systems & Tools

• Oversee platforms used for knowledge sharing (e.g., intranet, knowledge bases, collaboration tools, content management systems).
• Champion best practices for collaboration, documentation, and information management across the organization.

Cross-Functional Collaboration

• Work closely with internal teams to align knowledge and enablement efforts to business needs and strategic priorities.
• Serve as a connector across functions to ensure teams have consistent access to accurate information.
• Lead communities of practice or contributor networks that support content creation and knowledge sharing.

Change Support & Communication

• Support organizational change initiatives by developing clear, concise communications and documentation.
• Help teams adapt to new systems, policies, or processes by equipping them with effective resources and training.
• Serve as a trusted advisor on how best to activate and educate teams during transitions.

JOB QUALIFICATIONS:

Required

• Bachelor’s degree in Organizational Management, Business, Communications, Information Science, or related field.
• 5+ years of experience in knowledge management, learning & development, enablement, organizational development, or related disciplines.
• Demonstrated ability to develop and manage knowledge systems, repositories, or intranet environments.
• Strong writing, editing, and content-design skills with exceptional attention to detail.
• Experience building training materials, documentation, or enablement programs.
• Ability to collaborate effectively with diverse teams and translate complex information into accessible content.

Preferred

• Experience with knowledge management platforms (e.g., SharePoint, Confluence, etc.).
• Background in process mapping, workflow documentation, or instructional design.
• Familiarity with change management methodologies or frameworks.
• Experience in fast-paced or start up organizations.

PHYSICAL DEMANDS:

• Incumbent must be able to communicate effectively.
• Desire to work remotely and in a professional office setting.
• Ability to operate personal computer and related technologies.

The target hiring range for this role is $92,990 - $125,810 (Annually). The starting base salary will be determined based on skills, experience, and other job-related factors. In addition, our total rewards package includes medical, dental, and vision plans; generous time off including PTO, short and long-term disability insurance and a competitive 401(k) savings match including financial planning workshops. See our Careers Page for more information.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position.

** In accordance with Delta Dental of Massachusetts’ Compliance Plan, all employees must conduct Delta Dental of Massachusetts business and activities in accordance with applicable laws, regulations, professional standards, and ethical standards and report potential compliance or ethical issues to Delta Dental of Massachusetts’ designated Compliance Officer. **

Delta Dental of Massachusetts’ Affirmative Action Program affirms our commitment to make reasonable accommodations for known physical or mental limitations of otherwise qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.