What are the responsibilities and job description for the Manager - Enterprise Knowledge Management position at BCBS Global Solutions?
Who We Are
At Blue Cross Blue Shield Global Solutions SM (BCBS Global Solutions SM ), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that’s simple, efficient, and human.
Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to embrace every journey and say “yes” to new possibilities.
What we’re looking for in our Manager, Enterprise Knowledge Management
You’re someone who sees knowledge not as static content, but as a strategic enterprise asset—one that enables better decisions, powers responsible AI and improves how people work every day. You’re comfortable creating structure where it doesn’t yet exist and defining clear standards that scale across an organization.
You’re excited about establishing our enterprise knowledge management function end‑to‑end, including governance, quality standards and AI‑ready structure and adoption. You’ll work at the intersection of knowledge management, AI enablement and employee experience and partner closely with our Technology, Data, Legal, Learning & Development, People Change Management and business teams.
If you enjoy shaping systems, translating complexity into usable guidance and balancing innovation with trust and governance, this role was built for you.
Here’s how you’ll shape enterprise knowledge management across our company:
Building the Enterprise Knowledge Foundation
At Blue Cross Blue Shield Global Solutions SM (BCBS Global Solutions SM ), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that’s simple, efficient, and human.
Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to embrace every journey and say “yes” to new possibilities.
What we’re looking for in our Manager, Enterprise Knowledge Management
You’re someone who sees knowledge not as static content, but as a strategic enterprise asset—one that enables better decisions, powers responsible AI and improves how people work every day. You’re comfortable creating structure where it doesn’t yet exist and defining clear standards that scale across an organization.
You’re excited about establishing our enterprise knowledge management function end‑to‑end, including governance, quality standards and AI‑ready structure and adoption. You’ll work at the intersection of knowledge management, AI enablement and employee experience and partner closely with our Technology, Data, Legal, Learning & Development, People Change Management and business teams.
If you enjoy shaping systems, translating complexity into usable guidance and balancing innovation with trust and governance, this role was built for you.
Here’s how you’ll shape enterprise knowledge management across our company:
Building the Enterprise Knowledge Foundation
- Design and establish the enterprise Knowledge Governance framework,including decision rights, ownership models, review cycles, escalation paths and governance forums.
- Define enterprise standards and policies for knowledge creation, lifecycle management, version control and compliance.
- Design and maintain enterprise taxonomy and metadata standards to ensure information is consistently structured, discoverable and reusable across systems.
- Define what “good” looks like for enterprise knowledge including accuracy, relevance, clarity and trust.
- Establish processes to ensure enterprise knowledge remains accurate, compliant, up‑to‑date and aligned to employee and customer needs.
- Conduct regular audits to improve knowledge quality—reducing duplication, streamlining repositories and retiring outdated or low‑value content.
- Create sustainable lifecycle models so knowledge stays current without relying on manual intervention.
- Partner with Technology, Learning & Development, People Change Management, and other stakeholders to evaluate knowledge management, search and AI‑enabled tools.
- Define enterprise requirements and use cases that support AI‑powered knowledge access, reuse and insight generation.
- Represent knowledge quality, governance, structure and adoption needs in tool selection and implementation decisions.
- Ensure knowledge is structured and tagged in ways that drive accurate, relevant and responsible AI outputs (i.e. Copilot and future AI tools).
- Establish clear ownership and stewardship models for distributed content owners across the organization.
- Create practical playbooks, guidance and documentation that help employees find, trust and use enterprise knowledge effectively.
- Partner with Communications, Learning & Development and People Change Management to support adoption of new tools and ways of working.
- Act as a thought partner to leaders on how effective knowledge management and AI can improve productivity and employee experience.
- Align knowledge practices with AI governance, compliance and ethical guidelines in partnership with Legal, People Operations and Technology teams.
- Evaluate how enterprise knowledge performs in AI tools, using analytics and feedback to identify gaps, risks and improvement opportunities.
- Serve as a steward of “AI‑ready” knowledge—balancing innovation, safety, transparency and trust.
- Define and monitor indicators of knowledge health and effectiveness (i.e. usage, relevance, findability, search success, time saved).
- Continuously refine enterprise knowledge practices based on business needs, employee feedback and evolving AI capabilities.
- You bring 4 years of experience in knowledge management, information management, process improvement or a related field.
- You have supported enterprise knowledge, content, collaboration or search platforms (i.e. SharePoint, Confluence, Salesforce Knowledge, MangoApps).
- You’ve designed or maintained knowledge architectures, taxonomies, metadata models or governance frameworks.
- You understand content lifecycle management and governance in complex or regulated environments.
- You have a working understanding of AI concepts (i.e. generative AI, copilots, intelligent search) and how they depend on well‑structured, high‑quality knowledge.
- You’re comfortable working independently while influencing stakeholders across functions and levels.
- You’re a clear, thoughtful communicator who can translate complex or technical concepts into practical, human‑centered guidance.
- Worked with AI tools such as Copilot, chatbots or retrieval‑augmented generation solutions.
- Operated in healthcare, insurance or another regulated industry.
- Partnered closely with change management, digital adoption or organizational transformation teams.
- Competitive annual salary ranging from $110,000-$130,000 based on experience within a similar role
- Annual bonus
- Competitive medical plans
- Telemedicine available
- Paid parental leave
- Employee assistance and wellness support 24/7
- Free international healthcare coverage
- Hybrid work model
- Work abroad arrangements available
- Generous PTO accrual program with carry-over option
- 9 paid holidays in addition to one floating holiday and one volunteer day
- Tuition reimbursement
- Career/Learning and development opportunities
- 401(k) with generous company match
- Pet insurance offerings
- Identity theft and legal coverages available
- Emphasis on well-being (Virtual well-being platform, monthly mindfulness events, and giveaways)
Salary : $110,000 - $130,000