Manager, Central Operations, Knowledge Management

The Manager, Central Operations, Knowledge Management joins the Operations & Automation organization at Nava, responsible for building and owning the knowledge infrastructure that powers how Nava captures, organizes, and surfaces institutional knowledge across the company. As the first dedicated owner of this function, this person starts from first principles: establishing the frameworks, standards, and systems that make Nava’s knowledge base trustworthy, findable, and ready for AI consumption.

AI-enablement is a core competency of this role. We are looking for someone who brings intelligent knowledge management to the company: someone who thinks rigorously about metadata, taxonomy, content architecture, and governance, and who ensures that Nava’s knowledge infrastructure is structured to be leveraged by both humans and AI tools. That includes intelligent search, agentic workflows, and using our institutional knowledge as a strategic asset rather than a static archive.

This is a 0-to-1 builder role and an individual contributor position to start, with the opportunity to build a team as the function scales based on business need. The person in this seat is comfortable working in ambiguity, confident designing from first principles, and effective at driving cross-functional adoption of new ways of working.

• →Design and implement Nava’s enterprise knowledge framework from the ground up: taxonomy, metadata standards, content architecture, and tooling built for both human findability and AI readiness
• →Assess, maintain, and re-structure Nava’s knowledge base into a scalable base across Nava’s internal systems (Confluence, GDrive, and integrated platforms), ensuring content is structured, deduplicated, and consistently organized
• →Establish and own documentation standards company-wide: content templates, review cycles, ownership models, and quality criteria
• →Improve discoverability through information architecture and enterprise search optimization, so the right knowledge surfaces at the right moment across tools and workflows
• →Own the strategy for making Nava’s knowledge infrastructure AI-ready: ensure content is structured, tagged, and governed in a way that supports AI tools, intelligent search, and agentic workflows
• →Lead integration between Nava’s knowledge systems (Confluence, GDrive, etc) and the platforms that enable automated and AI-assisted workflows; partner with Technology and Operations to define the framework for how content is consumed by AI systems
• →Stay current on emerging AI and knowledge engineering capabilities; bring informed recommendations to leadership on where Nava can gain leverage as tooling evolves
• →Define and enforce governance standards for the full content lifecycle, from creation and review through archival and retirement, ensuring accuracy, compliance, and version control at scale
• →Partner with subject matter experts across functions to capture and convert tacit knowledge into structured, reusable content
• →Build the measurement framework for knowledge management at Nava: define KPIs for content health, usage, search success, and time saved, and track attribution back to business impact
• →Build proactive relationships with leaders across Delivery, People Operations, Finance, Growth, and Operations to surface knowledge gaps and align on priorities; develop training, templates, and playbooks that enable contributors across functions to create and maintain knowledge that meets Nava’s standards
• →Opportunity to build a team as the function scales, based on business need

• 7+ years of experience in knowledge management, content strategy, digital transformation, or operations - with a demonstrated focus on building knowledge systems, not just managing documentation
• Experience designing AI-ready knowledge frameworks: structuring content for machine consumption, defining metadata standards, and governing content with downstream AI use in mind
• Proven ability to set and enforce enterprise-wide content standards and governance models across a multi-stakeholder environment
• Experience with knowledge base platforms and collaboration tools, including Confluence; comfort evaluating and integrating tooling across the knowledge stack
• Strong information architecture skills: taxonomy design, metadata management, and enterprise search optimization
• Experience building KPI frameworks for knowledge management, including measuring content health, reuse, and business impact — not just usage
• Exceptional cross-functional collaboration and stakeholder alignment skills; can influence without authority and drive adoption across all levels of an organization
• Comfortable operating across strategic design and hands-on execution within the same week

• Experience implementing knowledge bases integrated with AI tools, chatbots, or LLM-based workflows
• Familiarity with semantic data models, knowledge graph technologies, or structured content for AI consumption
• Experience in a 0-to-1 environment, such as a start-up or leading a net-new function within an organization
• Background in professional services, government technology, or a similarly complex, multi-stakeholder environment
• Relevant certification in knowledge management, information architecture, or a related discipline