Director, Global Knowledge Management

Job not on LinkedIn

🔥 0 minutes ago

🏄 California, North Carolina – Remote

🏄 California – Remote 🌲 North Carolina – Remote

💵 $183.7k - $293.9k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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BD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1897

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

💰 $24M Grant on 2020-07

Healthcare • Manufacturing • Healthcare Insurance

BD (Becton, Dickinson and Company) is a global medical technology company dedicated to advancing the world of health. It focuses on developing innovative technologies, services, and solutions to improve safety and efficiency in healthcare. BD offers a wide range of products including medication management solutions, surgical solutions, cervical cancer screening, drug delivery systems, and laboratory services. The company is also involved in infection risk management and provides advanced clinical insights to enhance patient outcomes. With a commitment to global health sustainability and social investing, BD is a leader in healthcare technology and services worldwide.

📋 Description

• Define and execute a multi-year global Knowledge Management strategy and roadmap • Establish a scalable global operating model across regions, business units, products, and service functions • Drive adoption of Knowledge-Centered Service principles and industry best practices across Global Customer Service • Communicate strategy, progress, risks, and business impact to senior executives • Define global standards for article authoring, validation, approval, review, version control, publishing, retirement, localization, and regulated content governance • Establish content ownership, accountability models, governance, and knowledge health review processes • Establish knowledge architecture, taxonomy, metadata, and content design standards • Partner with Digital, IT, CRM, Customer Experience, and Data/AI teams to improve knowledge accessibility • Enable customer self-service and associate support workflows through improved content quality, search effectiveness, discoverability, and digital service integration • Own business requirements and knowledge readiness standards for intelligent search, agent assist, AI-assisted support, and customer-facing digital service capabilities • Define KPIs, dashboards, and performance management routines • Improve knowledge utilization, self-service adoption, case deflection, resolution performance, repeat contact reduction, and cost-to-serve outcomes • Provide executive visibility into progress, risks, adoption barriers, and improvement opportunities • Build a culture of knowledge sharing, accountability, and continuous learning • Develop training, communications, and engagement strategies • Partner with Technical Support, Field Service, Training & Education, Service Engineering, Quality, and Operations leaders • Lead the evolution and scaling of the global Knowledge Management function and organizational capacity

🎯 Requirements

• Bachelor’s degree required • 10+ years of experience in Knowledge Management, Service Operations, Technical Support, Customer Experience, Digital Support, enterprise transformation, or a related field • 5+ years of experience leading teams, functions, or large-scale cross-functional programs • Demonstrated experience building or scaling a Knowledge Management, digital support, customer service, or operational excellence capability • Experience establishing governance models, operating models, KPIs, and stakeholder accountability in a matrixed environment • Proven ability to lead change across global or complex organizations • Flexibility to work global business hours with occasional after-hours support • Ability to travel internationally up to 20% • Advanced degree or certifications in Knowledge Management, Business, Operations, Information Systems, Customer Experience, or related fields preferred • Preferred experience with Knowledge-Centered Service (KCS), including practical application or certification • Preferred experience supporting CRM platforms such as Salesforce Service Cloud • Preferred experience with customer self-service, digital support, knowledge-driven service models, AI-enabled service or knowledge solutions, or related digital transformation capabilities • Preferred experience within healthcare, medical device, life sciences, regulated industries, or other complex B2B service environments • Preferred experience leading globally distributed teams and stakeholders

🏖️ Benefits

• Medical, dental, vision, health savings and flexible spending accounts • Life and disability insurance • Wellness resources, mental health support, and disease management programs • 401(k) • Deferred compensation programs • Financial counseling, DailyPay, and educational savings resources • Paid time off and company holidays • Educational assistance • Parental leave and adoption assistance • Backup care and caregiving support • Employee assistance programs • Commuter benefits, pet insurance, legal services, and associate discount programs • Bereavement, military, personal, family and medical leave, and jury duty leave • BD University and opportunities to learn, grow, and develop tech skills and expertise • Performance-based reward and recognition opportunities • Remote work arrangement