Full-time · US - Remote
Job Description
We are looking for an AI Knowledge Managerto help lead our efforts to bring high-quality affordable health and care to our Members. This is a client-facing role responsible for owning the AI Care Assistant launch experience and ongoing support for a defined portfolio of employer clients. You will serve as the primary subject matter expert on our AI capabilities and work directly with our clients from onboarding through post-launch stabilization and will be accountable for the accuracy, completeness, and member-readiness of our AI-powered benefits platform for these clients.
Members use the Transcarent AI Care Assistant to get direct answers to specific benefits questionsright in the palm of their hand, 24x7x365. This role requires deep employee benefits expertise combined with the ability to manage complex workstreams, build trust with sophisticated clients, and work effectively in an AI-native tooling environment.
What you'll do
Own the AI Care Assistant implementation for an assigned portfolio of clients, from onboarding through post-launch stabilization
Lead client working sessions to gather benefits knowledge, AI readiness, and direct user acceptance testing
Translate complex employer health and benefit plans (medical, pharmacy, ancillary) into structured, AI-ready knowledge base content
Partner directly with clients, brokers, and consultants to resolve documentation gaps, clarify benefit intent, and align on scope
Partner with client success teams to implement client feedback about the performance and accuracy of the AI Care Assistant
Convert ambiguous client requests into clear, actionable tasks for AI benefit analystsand product managers
Manage the AI Care Assistant content build for your portfolio of clients, tracking milestones, risks, and open issues against each client's launch timeline
Design and run structured testing of AI Care Assistant responses, catching inaccuracies, gaps, and edge-case failures before clients see them
Own QA and pre-launch validation for assigned knowledge bases, ensuring accuracy, completeness, and a strong member experience
Flag governance, compliance, or AI behavior concerns through the appropriate channels
Lead issue triage and client communication during post-launch stabilization
Maintain implementation documentation, testing records, and benefits change tracking across the client lifecycle
Work with Product, Engineering, and Operations to improve workflows, templates, and QA methodology
What we're looking for
7-10 years experience in employee benefits, benefits consulting, or health plan operations
Working knowledge of generative AI and large language models, with the ability to explain them to clients in plain terms
Operational experience facilitating enterprise-grade productionworkflows by leveragingAI tooling and evals, ideally Claude and Langsmith
Ability to explain technical concepts including the fundamentals of large language models and generative AI to non-technical clients, and to assess client requests against platform capabilities
Deep knowledge of employer-sponsored benefits, including medical, pharmacy, point solutions, and spending/savings accounts
Experience interpreting benefits documentation (SBCs, SPDs, benefit summaries, carrier documents, marketing materials
Client-facing delivery experience in consulting, sales engineering, account management, or operational delivery for enterprise clients
Track record of owning client relationships end-to-end, including tough conversations and competing priorities
Strong project coordination skills, managing multiple client workstreams under real deadlines
Strong written and verbal communication across client and internal teams
Nice to Have
Experience supporting benefits migrations, renewals, or open enrollment operations at scale
Prior professional experience with AI-powered products, digital health platforms, and knowledge management systems
Experience conducting structured QA or testing for digital member experiences
Familiarity with healthcare navigation, benefits administration, or advocacy platforms
Who we are
Transcarent is the One Place for Health and Care, bringing medical, pharmacy, and point solutions together with the WayFinding experience, the first and only generative AI-powered health and care platform for health consumers.
Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences - Cancer Care, Surgery Care, and Weight Health - to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.
At Transcarent, our values guide everything we do:
People First: We prioritize our Members, clients, and each other in every decision
Care: Every decision starts with improving health and care for our Members
Resilience: We push boundaries and take the uncharted path to change an industry
Results: We take ownership, solve with speed, and deliver for our people and each other
Humble and Human: We lead with humility, bring fun to tough moments, and go further together
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
Competitive medical, dental, and vision coverage
Competitive 401(k) Plan with a generous company match
Flexible Time Off/Paid Time Off, 13 paid holidays
Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
Mental Health and Wellness benefits
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don't hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don't apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren't looking for someone who checks each box on a page; we're looking for active learners and people who care about disrupting the current health and care with their unique experiences.