Director, Knowledge Management

Job-ID: 41069Category: AdministrationLocation: Jacksonville, FL, United States; Dallas, TX, United States; Lewisville, TX, United States; St Louis, MO, United States; Charlotte, NC, United States; Atlanta, GA, United States; Minneapolis, MN, United States; Rogers, AR, United StatesWorkplace: HybridSchedule: Full timePosted: 2026-10-01Minimum Salary: 143800.00Maximum Salary: 179800.00Build and govern Acosta Group’s GBS knowledge infrastructure for its dual-hub GCC. Owns the SOP library, process map governance, RACI documentation, knowledge repository, and GCC knowledge transfer — ensuring no process migrates without a complete, signed-off documentation packageQualificationsMinimum Qualifications-Education and ExperienceBachelors degree in Business, Operations or related field or equivalent years of experience.7-10 years in GBS, shared services, or large-scale business transformation with at least 4 years experience in a leadership role.Minimum Qualifications-Knowledge, Skills and AbilitiesDemonstrated experience building SOP libraries and KM systems in GCC or SSC environmentsStrong process documentation skills (BPMN or equivalent mapping proficiency)Experience with SharePoint/OneDrive knowledge repository design and governanceAbility to extract tribal knowledge from SMEs and translate into structured documentationExcellent analytical, problem-solving, and project management skills.Strong communication and stakeholder management abilities.Experience with Process Mining tools (Celonis preferred)Lean Six Sigma Green Belt minimum preferredPrior GCC transition experience (India or Mexico preferred)Finance, HR, or Procurement process environment experience (Wave 1 scope)Experience in AI/automation environmentsResponsibilitiesPrimary ResponsibilitiesKnowledge Repository Design & Governance: Design and maintain the GBS central knowledge repository as single source of truth. Establish taxonomy, versioning standards, and access governance.SOP Templates & Process Documentation: Develop the GBS SOP master library covering Finance, HR, Procurement, IT, and BAS. Structure SOPs for wave-based transition readiness.Process Mapping Standards: Define and govern the GBS process mapping standard: swimlane, BPMN-aligned notation, and approval workflow. All Wave 1 maps signed off before migration gate.RACI Documentation: Design and maintain the GBS RACI master covering all functions, processes, geographies, and operating model layers. Document transition of accountability to GCC.GCC Knowledge Transfer & Onboarding: Build and manage the GCC knowledge transfer playbook: KT schedules, shadow/reverse-shadow protocols, and go-live readiness tracking per wave.Documentation Quality & AI Readiness: Conduct readiness reviews at each wave gate. Ensure dual sign-off on critical documents. Align documentation standards with AI/Automation program requirements.Influence enterprise operating model decisions, organizational design, shared services strategy, and global business services transformation efforts through process and performance insights.Advise senior executives on enterprise risks, process maturity, automation opportunities, and organizational readiness for large-scale transformation initiatives.Oversee the organization's knowledge management strategy, leading a team of analysts responsible for transforming institutional knowledge into structured, reusable assets that accelerate onboarding, improve service delivery, reduce operational risk, and enable digital transformation.