Director, Global Knowledge Management
BD
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Benefits offered by this job
Job summary
BD, a leading global medical technology company, seeks a Strategic Knowledge Management leader to define and scale a global knowledge operating model across regions, products, and service functions.
You will drive adoption of Knowledge-Centered Service (KCS), establish governance with KPIs, and partner with Digital, IT, CRM, and Data/AI teams to elevate self-service and agent productivity while delivering measurable business impact.
Qualifications
- 10+ years of experience in Knowledge Management, Service Operations, Digital Support, or related fields.
- 5+ years of experience leading teams or large cross-functional programs.
- Experience establishing governance models, KPIs, and stakeholder accountability in a matrixed environment.
- Preferred experience with Knowledge-Centered Service (KCS) and digital support capabilities.
Responsibilities
- Define and execute a multi-year global Knowledge Management strategy and roadmap aligned to customer experience, service productivity, digital transformation, and AI-enabled support objectives.
- Establish a scalable global operating model across 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 roadmaps and governance updates.
Skills
Education
Tools
Job description
We are the people who give possibilities purpose
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.
- 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 and maintain global standards for article authoring, validation, approval, review cadence, version control, publishing, retirement, localization, and regulated content governance.
- Establish content ownership, accountability models, governance, and knowledge health review processes across functions.
- Establish knowledge architecture, taxonomy, metadata, and content design standards to improve findability, reuse, consistency, and digital scalability.
- Partner with Digital, IT, CRM, Customer Experience, and Data/AI teams to improve knowledge accessibility across customer and associate channels.
- Enable customer self-service and associate support workflows through improved content quality, search effectiveness, knowledge discoverability, and integration into digital service experiences.
- Own business requirements and knowledge readiness standards that enable intelligent search, agent assist, AI-assisted support, and future customer-facing digital service capabilities.
- Define KPIs, dashboards, and performance management routines that measure knowledge effectiveness, adoption, content health, and business impact.
- Use data and governance routines to improve knowledge utilization, self-service adoption, case deflection, resolution performance, repeat contact reduction, and cost-to-serve outcomes.
- Provide executive visibility to progress, risks, adoption barriers, and opportunities for continuous improvement.
- Build a culture of knowledge sharing, accountability, and continuous learning across Global Customer Service.
- Develop training, communications, and engagement strategies that improve adoption and usage of knowledge practices.
- Partner with Technical Support, Field Service, Training & Education, Service Engineering, Quality, and Operations leaders to increase participation and accountability.
- Lead the evolution and scaling of the global Knowledge Management function, building on existing capability while strengthening organizational capacity, governance, and future team structure.
- 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.
- 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.
- Strategic Knowledge Management leader who can define, scale, and govern a global knowledge operating model across regions, products, service functions, and digital channels.
- Transformation-oriented leader who elevates knowledge from a documentation activity to a strategic capability that improves customer self-service, associate productivity, service quality, and AI-ready digital support.
- Builder and change leader who creates structure from ambiguity, strengthens organizational capability, drives adoption, and builds a culture of knowledge sharing, accountability, and continuous improvement.
- Strong cross-functional influencer who builds alignment across service, digital, IT, quality, training, engineering, CRM, and customer experience stakeholders.
- Data-driven operator who uses KPIs, governance routines, and executive visibility to improve knowledge utilization, search success, self-service adoption, case deflection, resolution performance, and content health.
- Flexibility to work global business hours with occasional after‑hours support
- Ability to travel internationally up to 20% to engage with global stakeholders, support operating model deployment, and participate in leadership forums.
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a bet er place.
To learn more about BD visit https://bd.com/careers
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face‑to‑face collaboration supports your learning, your progress, and your success.
To learn more about BD visit https://bd.com/careers.
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.
USA CA - San Diego Bldg A&B
USA NC - Durham - Davis Drive, USA NC - Durham - Roche Drive
At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs.
Health & Well-being: Medical, dental, vision, health savings and flexible spending accounts, life and disability insurance, wellness resources, mental health support, and disease management programs.
Retirement & Financial Well-being: 401(k), deferred compensation programs, financial counseling, DailyPay, and educational savings resources.
Work-Life Balance & Family Support: Paid time off, company holidays, educational assistance, parental leave, adoption assistance, backup care, caregiving support, employee assistance programs, commuter benefits, pet insurance, legal services, and associate discount programs.
Leave Programs: Bereavement, military, personal, family and medical leave, and jury duty leave.
Additional details regarding benefits and well-being programs can be found in Our Commitment to You.
Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed
Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
$183,700.00 - $293,900.00 USD Annual
Salary or hourly rate ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
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