Head of Strategy & Business Operations, Work Management

ABOUT VEG In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. We’re rethinking emergency care from every angle—from how we run our hospitals to how we support the people working inside them. That’s where our headquarters team comes in. Whether building technology to make our hospitals more efficient, recruiting and growing incredible VEGgies, or bringing our brand to life through marketing, our VQ (VEG Headquarters) team makes it all possible—ensuring our hospitals and people have everything they need to help pets and their families.

As Manager, Knowledge Strategy and Operations, you’ll build and run how knowledge works across VEG—creating clear standards for how information is organized, owned, maintained, and found. You’ll partner with subject-matter experts across the business and with our ServiceNow team to turn distributed expertise into trusted, useful knowledge.

You’ll help VEGgies find answers faster, strengthen ownership of knowledge across teams, and build smarter self-service through search insights, feedback, virtual agents, AI, and automation.

Build and run the standards for how knowledge is created, organized, owned, reviewed, updated, and retired across VEG.

Knowledge Operations: Partner with subject-matter experts across functions to clarify ownership, maintain content, and resolve guidance that is missing, conflicting, or overlapping.

Knowledge Experience: Partner with our ServiceNow and technology teams to improve how VEGgies search for, find, and use information.

Insights and Innovation: Use search behavior, support patterns, feedback, virtual-agent data, and AI experimentation to identify gaps and continuously improve self-service.

5+ years of experience in knowledge management, content operations, digital workplace, employee self-service, or a related field, including experience building or significantly improving an enterprise knowledge program.

• Experience designing and operating knowledge governance and information architecture , including content ownership, taxonomy, review cycles, lifecycle management, and large-scale content cleanup or migration.
• Strong writing, editing, and cross-functional influence , with experience turning complex subject-matter expertise into clear guidance and aligning stakeholders without direct authority.
• Experience with enterprise knowledge or self-service platforms and using search analytics, support trends, or user feedback to improve the experience; ServiceNow, virtual-agent, automation, or AI-enabled knowledge experience is a plus.
• 4 days in office required; Competitive Compensation Including ($100,000 - $120,000) + bonus + benefits.

Paid parental leave, up to 12 weeks at 100% of regular salary, and offering inclusive fertility and family-building care for all types of families

And the little (big) things, like casual office attire, ability to bring your fur baby to work, cool VEG swag, food in the fridge for when you’re hungry and free lunches twice a week!!

Company laptop and a monthly cell phone reimbursement

Time in the office sparks stronger connections, meaningful conversations, and better results—all bringing our core values to life. At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is “Helping people and their pets when they need it most.” That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.

Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world’s veterinary emergency company.