Content Strategy & Knowledge Workflows

Operations Manager II – Content Strategy & Knowledge Workflows

Location: Boulder, CO

Duration: 2 Months

Work Arrangement: Onsite/Hybrid as required

Position Overview

• We are seeking an Operations Manager II with strong expertise in content strategy, content design, information architecture, and operational workflow optimization to support the design, standardization, and scaling of operational programs.
• The ideal candidate brings demonstrated expertise in content strategy and design to architect user-centric information journeys, establish structured content standards, and optimize end-to-end knowledge workflows.
• This role combines content strategy, process optimization, knowledge management, operational excellence, and cross-functional program execution. You will work with internal stakeholders and partner teams to simplify complex workflows, improve operational efficiency, establish scalable processes, and create clear, structured knowledge experiences.

Key Responsibilities

Content Strategy & Knowledge Workflows

• Architect user-centric information journeys that make complex processes and information easier to understand and navigate.
• Develop and maintain structured content standards, frameworks, guidelines, and governance models.
• Optimize end-to-end knowledge workflows, identifying gaps, redundancies, and opportunities for improved efficiency.
• Create and maintain SOPs, process documentation, workflow maps, help resources, training materials, and operational playbooks.
• Translate complex operational requirements into clear, scalable, and user-friendly content experiences.
• Partner with stakeholders to establish consistent information structures and scalable knowledge-management practices.

Operations & Process Optimization

• Design, launch, standardize, and optimize operational processes across internal and vendor-supported teams.
• Identify opportunities for process re-engineering, automation, workflow simplification, outsourcing, consolidation, and operational efficiency.
• Develop and implement process improvements that increase productivity, reduce unnecessary work, improve quality, and enhance customer or employee experience.
• Define workflow efficiency frameworks to proactively identify performance gaps and improvement opportunities.
• Analyze operational workflows and recommend solutions that can be scaled across teams, locations, or regions.

Metrics & Performance Management

• Track, analyze, and communicate operational KPIs, performance metrics, trends, and efficiency indicators.
• Identify trends in workflow performance and use data to recommend operational improvements.
• Support development of operational review processes and performance frameworks.
• Monitor service-provider performance against established SLAs, PRDs, quality standards, and operational objectives.
• Prepare business reviews and performance summaries for stakeholders and partner teams.

Stakeholder & Vendor Management

• Partner with cross-functional teams to define business objectives, requirements, and operational strategies.
• Work closely with internal teams and external service providers to implement process improvements.
• Support supplier selection, onboarding, performance reviews, progress evaluations, and operational governance.
• Provide actionable feedback to stakeholders and service providers on improving processes, products, and workflows.
• Help manage escalations, exceptions, employee/customer queries, and high-volume operational queues.
• Participate in stakeholder meetings and contribute to project planning, execution, and operational decision-making.

Continuous Improvement

• Identify high-volume or inefficient workflow areas and recommend opportunities to simplify, streamline, automate, or eliminate unnecessary activities.
• Share best practices, successful solutions, lessons learned, and opportunities for improvement across relevant teams.
• Contribute to initiatives involving automation, robotics, process transformation, and operational scaling.
• Ensure processes align with applicable legal, risk, financial, privacy, and compliance requirements.