Rx Automation Knowledge Program Lead

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

Benefits offered by this job

Annual Bonus

Discretionary LTI Bonus

Job summary

BD is seeking a Knowledge Manager to own the Rx Automation knowledge management program within the Rx Automation CSC. You will lead a small team, establish standards, and drive adoption of knowledge resources across Service and Support, Engineering, Training, and Operations.

The role emphasizes program governance, content development, and continuous improvement to enhance resolution efficiency and customer experience.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years in project management, process improvement, support operations, product support, or technical support.
• Strong Microsoft Office skills (Word, Excel, PowerPoint).
• Experience measuring program health, success criteria, and benefit realization.

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 as needs mature.
• Own knowledge standards, templates, taxonomy, metadata, review cadence, and archival criteria.
• Develop and maintain troubleshooting articles, decision trees, workflows, escalation criteria, and technical reference materials.
• Develop adoption plans, communications, and updates to support knowledge resource usage.
• Train and coach staff on knowledge lifecycle expectations and content contribution.
• Create job aids, guides, and learning tools to improve adoption and readiness.
• Maintain dashboards and reports on knowledge health, utilization, and gaps.

Skills

Strong analytical abilities

Excellent communication

Facilitation skills

Informal leadership capabilities

Problem-solving abilities

Education

Bachelor's degree or equivalent work experience

Tools

Power BI

Salesforce

Knowledge base platforms (ServiceNow, Confluence)

Job description

BD is seeking a Knowledge Manager to own the Rx Automation knowledge management program within the Rx Automation CSC. You will lead a small team, establish standards, and drive adoption of knowledge resources across Service and Support, Engineering, Training, and Operations.

The role emphasizes program governance, content development, and continuous improvement to enhance resolution efficiency and customer experience.