Rx Automation Knowledge Leader

BD; Irvine (CA); On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Annual Bonus

Potential Discretionary LTI Bonus

Job summary

BD is seeking a Knowledge Manager for Rx Automation to own the knowledge program across Service and Support, driving content quality, adoption, and customer experience through governance and scalable practices.

You will lead a small knowledge-focused team, maintain standards, develop articles and decision trees, and collaborate with Technical Support, Field Service, Product Support, Engineering, Training, Quality, and Operations to continuously improve knowledge health and usage.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years in project management, process improvement, support operations, product support, or a technical support organization.
• Strong Microsoft Office skills (Word, Excel, PowerPoint).
• Excellent analytical and problem-solving abilities; strong communication and facilitation skills.
• Travel up to 10% and availability to support operations.

Responsibilities

• Lead execution, stabilization, and continuous improvement of the Rx Automation knowledge program.
• Maintain roadmaps, governance routines, RACIs, lifecycle processes, and program health measures.
• Lead a small knowledge-focused team, with potential to scale.
• Own knowledge standards, templates, taxonomy, metadata, review cadence, and archival criteria.
• Develop and maintain troubleshooting articles, decision trees, workflows, escalation criteria, and technical references.
• Develop adoption plans, communications, and updates that support knowledge resource usage.
• Partner with leaders to reinforce knowledge best practices and expected behaviors.
• Train and coach support staff on knowledge lifecycle expectations, content use, and contribution practices.
• Create job aids, guides, and learning tools to improve adoption and readiness.
• Maintain dashboards and reports on knowledge health, utilization, content aging, and improvement progress.
• Use data and feedback to identify and prioritize improvements.
• Serve as the knowledge management resource for Rx Automation CSC.

Skills

Project management

Knowledge management

Process improvement

Facilitation

Leadership

Analytical thinking

Communication

Education

Bachelor's degree or equivalent

Tools

Power BI

Salesforce

ServiceNow

Confluence

Microsoft Office

Job description

BD is seeking a Knowledge Manager for Rx Automation to own the knowledge program across Service and Support, driving content quality, adoption, and customer experience through governance and scalable practices.

You will lead a small knowledge-focused team, maintain standards, develop articles and decision trees, and collaborate with Technical Support, Field Service, Product Support, Engineering, Training, Quality, and Operations to continuously improve knowledge health and usage.