Director, Global Knowledge Management

Becton Dickinson; San Diego (CA); Vor Ort; USD 130.000 - 180.000; Vollzeit

Zusammenfassung

Becton Dickinson (BD) is seeking a senior Knowledge Management leader to define global strategies, standardize content governance, and drive AI-enabled self-service across customer and internal support channels.

You will partner with Digital, IT, and CX teams to scale knowledge assets, measure impact, and lead organizational capability to improve service productivity and customer experience.

Qualifikationen

• Bachelor's degree required; advanced degree or certifications in KM or related fields preferred.
• 10+ years in Knowledge Management, Service Operations, or related fields.
• 5+ years leading teams or cross-functional programs.
• Experience building/scaling KM, digital support, or operational excellence capability.
• Experience governance models, KPIs, and stakeholder accountability in matrix orgs.
• Proven ability to lead change across global or complex organizations.
• Preferred experience with Knowledge-Centered Service (KCS) or CRM platforms.

Aufgaben

• Define and execute a multi-year global Knowledge Management strategy and roadmap.
• Establish global standards for article authoring, validation, and governance.
• Partner with Digital, IT, CRM, CX, and Data/AI teams to improve knowledge accessibility.
• Own requirements and standards for intelligent search, AI-assisted support, and self-service.
• Define KPIs, dashboards, and governance to measure knowledge impact and adoption.

Kenntnisse

Knowledge Management

Change Management

Digital Transformation

AI Enablement

Content Governance

KCS

Ausbildung

Bachelor's degree

Advanced degree or certifications in KM/Business/Operations/IS/ CX

Jobbeschreibung

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.

We are the makers of possible

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.

Essential Duties & Responsibilities

• Global Knowledge Strategy & Operating Model
  • 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.
• Governance, Content Excellence & Knowledge Architecture
  • 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.
• Digital, Self-Service & AI Enablement
  • 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.
• Performance Management & Business Impact
  • 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.
• Change Leadership & Organizational Capability
  • 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.

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.
• Preferred experience with Knowledge-Centered Service (KCS), including practical application or certification.
• Preferred experience supporting CRM platforms such as Sa