Director, Global Knowledge & Service Transformation

Becton Dickinson; San Diego (CA); On-site; USD 130,000 - 180,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Knowledge Management

Change Management

Digital Transformation

AI Enablement

Content Governance

KCS

Education

Bachelor's degree

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

Job description

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.