This role requires a seasoned professional who can assess current-state document workflows, identify inefficiencies, and drive business process improvements that reduce manual labor and increase accuracy. The Program Manager will oversee all aspects of document intake—including fax, email, physical mail, and other electronic channels—and will be accountable for ensuring documents are properly classified, indexed, routed, and stored in compliance with organizational policies and regulatory requirements.
A critical component of this role involves leveraging artificial intelligence and machine learning (AI/ML) technologies to automate document classification, data extraction, and routing, thereby reducing reliance on repetitive human labor. The successful candidate will bring deep expertise in electronic document and content management systems and will serve as the primary subject matter expert for document management technology strategy and operations.
The PM - Document Management is responsible for leading and managing a team of document management professionals who support the organization’s enterprise document capture, routing, storage, and retrieval operations
Essential Duties and Responsibilities
Staff Leadership and Program Oversight
• Directly manage, mentor, and develop a team of document management specialists, setting performance expectations, conducting evaluations, and fostering professional growth.
• Establish and maintain program governance, including service level agreements (SLAs), key performance indicators (KPIs), and operational metrics for the document management function.
• Coordinate cross-functional project activities, manage timelines, and ensure deliverables align with organizational priorities and resource constraints.
• Provide regular status reporting to senior leadership on program health, risks, and improvement initiatives.
Business Process Analysis and Improvement
• Conduct comprehensive assessments of current document management processes, identifying bottlenecks, redundancies, and opportunities for optimization.
• Develop detailed process flow documentation, functional flow diagrams, and current-state/future-state analyses using industry-standard methodologies.
• Design and implement business process improvements that streamline document intake, classification, routing, and archival across all input channels (fax, email, physical mail, electronic submission).
• Apply Lean, Six Sigma, or equivalent continuous improvement frameworks to measure and sustain process gains.
Document Capture and Routing Technologies
• Serve as the subject matter expert for fax server and document capture platforms, including RightFax and Kofax, managing configuration, rule sets, and integration with downstream systems.
• Design and maintain automated routing rules that interpret inbound documents from fax, email, scanned mail, and other sources, ensuring accurate delivery to appropriate queues, departments, or workflows.
• Oversee the integration of capture technologies with enterprise content management (ECM) platforms and line-of-business applications.
• Evaluate emerging capture and intelligent document processing (IDP) solutions and make recommendations for technology adoption or upgrades.
Electronic Document and Content Management Systems
• Manage and optimize the organization’s electronic document/content management system (EDMS/ECM), with hands-on experience in one or more platforms such as Laserfiche, IBM FileNet, or Hyland (OnBase/Perceptive Content).
• Define and enforce document taxonomy, metadata schemas, retention schedules, and access control policies within the ECM environment.
• Partner with IT and application teams to maintain system health, plan upgrades, and ensure high availability of document management infrastructure.
AI/ML-Driven Automation
• Identify and implement AI/ML-based solutions for intelligent document classification, optical character recognition (OCR) enhancement, natural language processing (NLP), and automated data extraction.
• Develop and refine machine learning models and rule sets that enable the system to sort, classify, and route documents with minimal human intervention, continuously improving accuracy through feedback loops.
• Quantify automation benefits through metrics such as reduction in manual processing hours, error rates, and cycle times; present business cases for expanded AI/ML adoption.
• Stay current with advancements in intelligent automation, generative AI, and document intelligence platforms to maintain a forward-looking technology roadmap.
Stakeholder Engagement and Requirements Management
• Facilitate requirements-gathering sessions with business stakeholders across departments to understand document handling needs, pain points, and compliance obligations.
• Translate business requirements into technical specifications and solution designs that development and infrastructure teams can execute.
• Communicate complex technical concepts to non-technical audiences, ensuring stakeholder alignment and informed decision-making.
• Serve as the liaison between business units, IT, vendors, and compliance teams for all document management initiatives.
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