Blink Health

Manager, Knowledge Management – Communications

Blink Health

full-time

Posted on:

Location Type: Hybrid

Location: Pittsburgh • Montana • Pennsylvania • United States

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About the role

  • Lead the Knowledge Management content development and editorial work
  • Oversee all content and communications delivery to internal audiences
  • Own the strategic vision for content, including Standard Operating Procedures (SOP) development, communication, and content-related best practices
  • Build programs and processes to manage and scale content across business units
  • Develop and edit content, maintaining a very high bar for consistently clear, concise, and trustworthy user-focused content for SOP, communications, and training content copy
  • Lead and develop content developers
  • Oversee project management of deliverables related to new clients and product launches, including identifying content-related requirements, setting and communicating time frames for completion, and meeting all project objectives
  • Use data, research, and expert-level knowledge to refine existing content and drive improvement of new content creation
  • Continuously refine our content offering based on metrics
  • Evaluate technology improvements for content management, instructional design and storage and make appropriate recommendations for usage and implementation
  • Build mechanisms to ensure global consistency and content quality
  • Measure and adapt communication content based on impact and learnings

Requirements

  • Bachelor's degree or equivalent working experience
  • 5+ years of experience in knowledge management, with at least 2+ years managing people
  • Proven ability to lead, coach, and develop a team while setting clear goals, expectations, and performance standards
  • Experience owning knowledge management strategy, governance, and lifecycle for frontline customer service teams
  • Strong written communication skills, with experience leading internal communications for operational and policy changes
  • Demonstrated success partnering cross-functionally with operations, compliance, training, product, and technology teams
  • Experience operating in regulated environments (healthcare, pharmacy, insurance, or similar), with a strong focus on accuracy and compliance
  • Ability to define and track team KPIs and use data to drive quality, consistency, and continuous improvement
  • Experience with knowledge management platforms or CMS tools supporting contact center or customer service operations
  • Located in Pittsburgh, St. Louis, or willing to relocate.
Benefits
  • Regular onsite travel is required
  • Condition of employment: onsite work twice per month for four consecutive days
  • Minimum three (3) in-office attendance days per week for local candidates
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
knowledge managementcontent developmenteditorial workStandard Operating Procedures (SOP)project managementdata analysisinstructional designcontent strategyperformance standardsKPI tracking
Soft Skills
leadershipcoachingteam developmentwritten communicationcross-functional collaborationgoal settingadaptabilityquality assurancestrategic visioncontinuous improvement
Certifications
Bachelor's degreeknowledge management certification