Rx Automation Knowledge Leader

BD; Nogales (AZ); 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 to lead the Rx Automation knowledge program across Service and Support. The role focuses on improving knowledge quality, associate readiness, case resolution, and scalable service delivery through strategic leadership and hands-on program management.

You will own standards, create learning tools, and develop dashboards to monitor knowledge health and adoption, while coordinating with multiple departments to drive continuous improvement in customer experience.

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).
• Demonstrated facilitation skills and informal leadership abilities.
• Experience measuring program health, success criteria, and benefit realization.

Responsibilities

• Lead the Rx Automation knowledge program across Service and Support.
• Maintain roadmaps, governance routines, RACIs, lifecycle processes, and program health measures.
• Lead a small knowledge-focused team and scale as needed.
• Own knowledge standards, templates, taxonomy, metadata, and workflows.
• Develop troubleshooting articles, decision trees, workflows, and reference materials.
• Develop adoption plans and communications to ensure consistent use of knowledge resources.
• Train and coach staff on knowledge lifecycle and content use.

Skills

Analytical thinking

Communication skills

Facilitation

Leadership

Education

Bachelor's degree or equivalent

Tools

Power BI

Salesforce

Knowledge base platforms (ServiceNow, Confluence)

Analytics tools

Job description

BD is seeking a Knowledge Manager to lead the Rx Automation knowledge program across Service and Support. The role focuses on improving knowledge quality, associate readiness, case resolution, and scalable service delivery through strategic leadership and hands-on program management.

You will own standards, create learning tools, and develop dashboards to monitor knowledge health and adoption, while coordinating with multiple departments to drive continuous improvement in customer experience.