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Salary: USD 100,000 - 115,000 / annual
OneImaging is a healthtech company transforming radiology access through a concierge model and vetted provider network across 48 states, reducing imaging costs by 60-80% while eliminating surprise bills.
The Operations Manager, Member Services (Knowledge Management) owns two interconnected outcomes: maintaining the health and accuracy of the Member Services knowledge base, and creating a complete, documented picture of the end-to-end member journey—its processes, policies, and pain points.
This is a deep, focused individual contributor role with significant influence across the organization. You will document and map how the member journey actually works today, keep the knowledge base that describes it accurate and trustworthy for both human agents and AI systems, and use both to identify where Product can meaningfully improve the member experience through efficiency gains and automation opportunities.
Key responsibilities include:
**Knowledge Base Health & Governance:** Own the knowledge base as the single source of truth. Identify and remediate outdated, duplicate, conflicting, or orphaned content. Establish governance frameworks for content ownership, review cycles, approvals, and retirement. Define and maintain knowledge architecture through taxonomy, tagging, and organization. Monitor knowledge health metrics including accuracy, freshness, duplication, and search effectiveness. Ensure content is structured to support both human agents and AI-enabled support tools. Build reporting and dashboards for leadership visibility into knowledge base health.
**End-to-End Member Journey Processes & Policies:** Own documentation of the full member journey from first contact through resolution. Partner with business owners and product SMEs to validate that documented processes reflect actual practice. Ensure process and policy changes are reflected consistently across all documentation and the knowledge base. Build and maintain visual, end-to-end process maps across systems, teams, and handoffs.
**Product Enablement for Member Journey Improvement:** Serve as the Member Services voice into Product, translating journey pain points, knowledge gaps, and operational friction into clear product opportunities. Analyze journey data, member feedback, and knowledge base usage to identify where product changes would most improve the member experience. Maintain visibility into upcoming product changes and assess downstream impact on processes and knowledge. Partner with Product to validate that shipped changes improve the member experience as intended.
You are a systems thinker who instinctively maps how work actually flows before trying to fix it. You treat a messy knowledge base or undocumented process as something to solve, not just flag. You keep the member at the center of every process, policy, and product conversation. You are data-driven but human-centered, using journey and knowledge data to find problems and judgment to prioritize fixes.
**Requirements:**
- 5+ years in knowledge management, business process management, or journey/process mapping, preferably within Digital Health, Health Insurance, Radiology, or Tech-Enabled Healthcare Services
- Proven experience owning a knowledge base end-to-end, including governance practices (ownership, review cycles, accuracy standards, retirement)
- Hands-on experience building and maintaining process maps (e.g., Visio, Lucidchart, Miro) for complex, cross-functional workflows
- Experience partnering with Product teams to translate operational or process insights into clear requirements or opportunities
- Comfortable working without direct reports—able to drive outcomes by influencing SMEs, Product, and Operations partners
- Experience with knowledge base and CRM/support platforms (e.g., Zendesk, Salesforce, Notion)
- Highly self-directed, with the ability to build governance and mapping standards from first principles
**Preferred Qualifications:**
- Background in radiology, medical imaging, or diagnostic services (clinical coordination, patient access, or operations)
- Familiarity with radiology workflows: prior authorization, imaging order management, payer-specific protocols, provider network coordination
- Experience structuring knowledge content for AI-enabled support tools
