Operations Manager, Member Services (Knowledge Management)

Location: Remote

Base salary: $100,000–$115,000 per year, plus equity incentive eligibility and competitive benefits.

Company

hirify.global provides concierge access to a premium radiology network of more than 5,000 vetted providers across 48 states, helping patients access imaging at fair prices while reducing costs for employers and payers.

What you will do

• Own the knowledge base as the single source of truth, including content lifecycle, governance, taxonomy, tagging, review cycles, approvals, and retirement.
• Monitor knowledge health through accuracy, freshness, duplication, content gaps, search effectiveness, reporting, and dashboards.
• Document and maintain the complete member journey across processes, policies, systems, teams, and handoffs.
• Build visual process maps and partner with business owners and Product SMEs to ensure documentation reflects actual practice.
• Translate member journey pain points, knowledge gaps, and operational friction into clear Product opportunities.
• Analyze journey data, member feedback, and knowledge base usage to prioritize improvements and validate the impact of shipped changes.

Requirements

• 5+ years of experience in knowledge management, business process management, or journey/process mapping.
• End-to-end knowledge base ownership, including governance, content standards, review cycles, accuracy management, and retirement.
• Hands-on experience building and maintaining process maps for complex, cross-functional workflows using tools such as Visio, Lucidchart, or Miro.
• Experience partnering with Product teams to convert operational or process insights into requirements or opportunities.
• Experience with knowledge base and CRM/support platforms such as Zendesk, Salesforce, or Notion.
• Ability to work independently and influence SMEs, Product, and Operations partners without direct reports.

Nice to have

• Experience in digital health, health insurance, radiology, medical imaging, diagnostic services, or tech-enabled healthcare.
• Familiarity with prior authorization, imaging order management, payer-specific protocols, or provider network coordination.
• Experience structuring knowledge content for AI-enabled support tools.

Culture & Benefits

• Remote work environment.
• Equity incentive eligibility.
• Competitive benefits plans.
• Work focused on affordable and transparent healthcare access.
• Member-centered, data-driven approach to operational improvement.