Director, Global Knowledge & AI Enablement

BD; United States; Remote; USD 184,000 - 294,000; Full time

Benefits offered by this job

Health & well-being benefits

Retirement plan

Paid time off

Job summary

BD is widely recognized as a leading medical technology company seeking a strategic Knowledge Management leader to drive global strategy, governance, and digital enablement. You will influence cross-functional teams, deploy scalable operating models, and advance AI-enabled support to transform customer and associate experiences.

Join a dynamic, global organization that values learning, collaboration, and continuous improvement while shaping the future of healthcare knowledge management.

Qualifications

• Bachelor’s degree required; advanced degree or certifications in Knowledge Management, Business, Operations, Information Systems, Customer Experience, or related fields preferred.
• 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.

Responsibilities

• Define and execute a multi-year global Knowledge Management strategy and roadmap aligned to customer experience, service productivity, operational excellence, digital transformation, and AI-enabled support objectives.
• Establish a scalable global operating model supporting multiple regions, business units, products, and service functions.
• Drive adoption of Knowledge-Centered Service (KCS) principles and industry best practices across Global Customer Service.
• Communicate strategy, progress, risks, and business impact to senior executives through clear roadmaps, governance updates, and performance reporting.
• Define KPIs, dashboards, and performance management routines that measure knowledge effectiveness, adoption, content health, and business impact.
• Lead the evolution and scaling of the global Knowledge Management function, building on existing capability while strengthening organizational capacity, governance, and future team structure.

Education

Bachelor's degree

Advanced degree or certifications in KM, Business, Operations, Information Systems, CX, or related fields

Job description

BD is widely recognized as a leading medical technology company seeking a strategic Knowledge Management leader to drive global strategy, governance, and digital enablement. You will influence cross-functional teams, deploy scalable operating models, and advance AI-enabled support to transform customer and associate experiences.

Join a dynamic, global organization that values learning, collaboration, and continuous improvement while shaping the future of healthcare knowledge management.