Mgr, Knowledge Content Operations - AI

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

The Mgr, Knowledge Content Operations is responsible for developing, scaling, and innovating content and data curation processes in partnership with the Knowledge Content leadership team. This individual is responsible for leading the Knowledge Content Operations team so that they can be knowledgeable, empowered, empathetic, and solution-focused while delivering high-quality benefits information at implementation and as new requests or incidents arise. By identifying opportunities to scale through automation and piloting new AI technologies, the Mgr of Knowledge Content Operations will play a critical role in enhancing efficiency and driving innovation within the organization. 

A day in the life… 

• Lead, support, and coach the Knowledge Content Operations team 

• Build strong, trusting relationships with team members and maintain a deep understanding of the talent across the team 

• Drive talent development and engagement; provide training and support 

• Develop, document, and maintain team processes in alignment with leadership and organizational priorities; understand impact and intersection points across knowledge content teams and the business; partner and influence 

• Partner with Knowledge Content leaders to create clearly defined success metrics; track performance score and provide reporting & dashboards 

• Leverage data and tools to manage team productivity levels and ensure deadlines are achieved without disruption to value, quality, or productivity

• Provide regular status reporting on the progress of “in flight” work as well as ad hoc reporting as required 

• Through planning, partnership, and influence establish repeatable levers/flex plans that can be utilized during peak periods to meet demand

• Lead the knowledge content and data curation process 

• Serve as a recognized subject matter expert in US benefits (medical, behavioral health, point solutions) 

• Ensure implementation artifacts are delivered on time with high quality for new customer launches, expansions, and renewals 

• Manage inventory of completed implementation artifacts and assets; establish process, lead team, and influence so that library remains evergreen, and deficits are understood 

• In partnership with knowledge content discovery teams, manage implementation artifact templates and support the development of new templates to meet business needs 

• Drive accountability to ensure content is consistent and in line Accolade’s standards and established partner standards; identify themes and knowledge gaps 

• Routinely identify opportunities to leverage automation or AI in the curation process; rapidly pilot, and measure, and report out on results 

• Lead the knowledge content support ticket process 

• Ensure all support requests, issues, or incidents are responded to within SLAs that result in a high level of stakeholder satisfaction 

• Partner and influence peers to develop and maintain a robust self-service knowledgebase for team and stakeholders 

• In partnership with knowledge content quality & validation team, proactively seek out and analyze data to identify trends, mitigate risk, and influence content quality both at the customer and macro level 

• Identify ticket types that can be proactively solved by code or automation 

• Partner and influence peers to develop and maintain a catalog of content requests and the level of effort required to complete 

• Identify and execute continuous improvement projects focused on content creation and maintenance processes, content build productivity, and/or enhanced user experience; solicit and share feedback with peers and leaders 

• Build, maintain, and renew internal and customer/member-facing content and participate in QA and validation (as necessary) 

• Serve as a subject matter expert on content and data curation processes and AI opportunities; provide support to Knowledge Content teammates, cooperate and influence Development teams, and make data-driven recommendations for enhancements to content and implementation validation applications 

• Other responsibilities as identified 

What we are looking for… 

• 5+ years of experience in the healthcare industry is preferred

• 5+ years of leadership experience 

• Experience in technical operations, process automation, or system implementation; experience with AI-driven tools or technologies 

• Familiarity with AI and machine learning concepts and their practical applications 

• Mastery of Microsoft Office (especially, Excel and PowerPoint); Proficient in SQL; ZenDesk, JIRA, or other helpdesk ticketing software experience 

• Fluent English

• Strong technical aptitude; ability to learn how applications work and leverage knowledge to improve how content is built as well as the ability to navigate complex technical systems and apply system concepts to work and provide actionable feedback on systems;

• Excellent critical thinking, problem-solving, and conflict resolution skills; detail-oriented, inquisitive, problem-solving in nature 

• Excellent project management skills; ability to perform well under pressure, adapt to change, prioritize and track work, and meet deadlines in a fast-paced, dynamic, evolving environment 

• Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization and with external stakeholders 

• Broad knowledge and understanding of the healthcare ecosystem including point solutions, medical benefits, and claims content, practices and processing 

• Business acumen; business process design and implementation. 

• Hands-on in defining objectives and producing deliverables in a fast-paced environment 

While working in Accolade you will enjoy the following benefits:

• RSUs grant

• Employee Stock Purchase Plan

• 5 weeks of vacation + personal days

• 1 paid day off for your volunteerism per year

• Home office and flexible working hours

• Sodexo Gastro Pass Card with no contribution

• Flexi Pass Card per month or Multisport Card

• Yoga classes with a contribution

• Work from abroad up to 4 weeks a year

• Udemy Business Platform for Hard/Soft skills training

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (www.ginger.com)

• Carrott - support on family forming journey (www.get-carrot.com)

Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person.  Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience. 

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

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Prague