Rx Automation Knowledge Leader

BD; Tempe (AZ); On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Annual Bonus

Health and Welfare Benefits

Career development opportunities

Job summary

BD is seeking a Knowledge Manager for the Rx Automation Customer Support Center to lead the knowledge program across Service and Support, ensuring content quality and scalable delivery to improve customer experience.

You will manage a small team, develop standards, and dashboards, and partner with leaders to advance knowledge practices, contributing to continuous improvement and adoption across the organization.

Qualifications

• Bachelor's degree or equivalent required.
• 5+ years in project management, process improvement, or technical support roles.
• Strong Microsoft Office skills (Word, Excel, PowerPoint).
• Analytical and problem-solving abilities; excellent written and verbal communication.
• Experience measuring program health and benefit realization.
• Willingness to travel up to 10%.

Responsibilities

• Lead execution, stabilization, and continuous improvement of the Rx Automation knowledge program.
• Maintain roadmaps, governance routines, RACIs, lifecycle processes, and program health metrics.
• Lead a small knowledge-focused team with potential to scale.
• Own knowledge standards, taxonomy, and archival criteria.
• Develop and maintain troubleshooting articles, decision trees, and workflows.
• Create adoption plans and communications to promote knowledge use.
• Monitor dashboards on knowledge health and adoption, identify gaps and improvements.
• Coordinate with Technical Support, Field Service, Product Support, Engineering, Training, Quality, and Operations.

Skills

Analytical skills

Communication

Facilitation

Leadership

Education

Bachelor's degree or equivalent

Tools

Power BI

Salesforce

Knowledge base platforms (ServiceNow, Confluence)

Job description

BD is seeking a Knowledge Manager for the Rx Automation Customer Support Center to lead the knowledge program across Service and Support, ensuring content quality and scalable delivery to improve customer experience.

You will manage a small team, develop standards, and dashboards, and partner with leaders to advance knowledge practices, contributing to continuous improvement and adoption across the organization.