Global Knowledge Management Director

BD; San Diego (CA); On-site; USD 184,000 - 294,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Educational assistance

Parental leave

Commuter benefits

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

Knowledge Management

Leadership

Strategic thinking

Stakeholder management

Education

Bachelor’s degree

Advanced degree or certifications in Knowledge Management/Business/Operations

Tools

Salesforce Service Cloud

Job description

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.