Director, Global Knowledge Management

Becton Dickinson Medical Devices•San Diego, CA

2d•$183,700 - $293,900

About The Position

The Director, Global Knowledge Management defines and executes a multi-year global Knowledge Management strategy and roadmap aligned with customer experience, service productivity, operational excellence, digital transformation, and AI-enabled support. The role establishes a scalable operating model across regions, business units, products, and service functions, and advances Knowledge-Centered Service (KCS) principles across Global Customer Service. It communicates strategy, progress, risks, and business impact to senior executives through roadmaps, governance updates, and performance reporting. The Director establishes global standards for knowledge content, including authoring, validation, approvals, review cadence, version control, publishing, retirement, localization, and regulated content governance. The role develops content ownership and accountability models, knowledge health reviews, and architecture, taxonomy, metadata, and content design standards to improve findability, reuse, consistency, and digital scalability. In partnership with Digital, IT, CRM, Customer Experience, and Data/AI teams, the Director improves knowledge accessibility across customer and associate channels. The role enables self-service and associate support workflows, and defines business requirements and knowledge-readiness standards for intelligent search, agent assist, AI-assisted support, and future digital service capabilities. It establishes KPIs, dashboards, and performance routines to assess knowledge effectiveness, adoption, content health, and business impact, using data to improve utilization, self-service adoption, case deflection, resolution performance, repeat-contact reduction, and cost-to-serve. The role builds a culture of knowledge sharing, accountability, and continuous learning through training, communications, and engagement strategies. It partners with Technical Support, Field Service, Training & Education, Service Engineering, Quality, and Operations leaders, and leads the evolution and scaling of the global Knowledge Management function. The position is based at BD’s USA San Diego, California location, with additional listed locations in Durham, North Carolina. It requires flexibility to work global business hours, occasional after-hours support, and international travel up to 20%.

Requirements

Bachelor’s degree required.
At least 10 years of experience in Knowledge Management, Service Operations, Technical Support, Customer Experience, Digital Support, enterprise transformation, or a related field.
At least 5 years of experience leading teams, functions, or large-scale cross-functional programs.
Demonstrated experience building or scaling a Knowledge Management, digital support, customer service, or operational excellence capability.
Experience establishing governance models, operating models, KPIs, and stakeholder accountability in a matrixed environment.
Proven ability to lead change across global or complex organizations.
Ability to work flexible global business hours and provide occasional after-hours support.
Ability to travel internationally up to 20%.

Nice To Haves

Advanced degree or certifications in Knowledge Management, Business, Operations, Information Systems, Customer Experience, or related fields.
Practical application of or certification in Knowledge-Centered Service (KCS).
Experience supporting CRM platforms such as Salesforce Service Cloud.
Experience with customer self-service, digital support, knowledge-driven service models, AI-enabled service or knowledge solutions, or related digital transformation capabilities.
Experience in healthcare, medical device, life sciences, regulated industries, or other complex B2B service environments.
Experience leading globally distributed teams and stakeholders.

Responsibilities

Define and execute a multi-year global Knowledge Management strategy and roadmap aligned with customer experience, service productivity, operational excellence, 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 principles and industry best practices across Global Customer Service.
Communicate strategy, progress, risks, and business impact to senior executives through roadmaps, governance updates, and performance reporting.
Define and maintain global standards for article authoring, validation, approval, review cadence, version control, publishing, retirement, localization, and regulated content governance.
Establish content ownership, accountability models, governance, and knowledge health review processes across functions.
Establish knowledge architecture, taxonomy, metadata, and content design standards to improve findability, reuse, consistency, and digital scalability.
Partner with Digital, IT, CRM, Customer Experience, and Data/AI teams to improve knowledge accessibility across customer and associate channels.
Enable customer self-service and associate support workflows through improved content quality, search effectiveness, knowledge discoverability, and integration into digital service experiences.
Own business requirements and knowledge readiness standards for intelligent search, agent assist, AI-assisted support, and future customer-facing digital service capabilities.
Define KPIs, dashboards, and performance management routines to measure knowledge effectiveness, adoption, content health, and business impact.
Use data and governance routines to improve knowledge utilization, self-service adoption, case deflection, resolution performance, repeat-contact reduction, and cost-to-serve outcomes.
Provide executive visibility into progress, risks, adoption barriers, and opportunities for continuous improvement.
Build a culture of knowledge sharing, accountability, and continuous learning across Global Customer Service.
Develop training, communications, and engagement strategies to improve adoption and use of knowledge practices.
Partner with Technical Support, Field Service, Training & Education, Service Engineering, Quality, and Operations leaders to increase participation and accountability.
Lead the evolution and scaling of the global Knowledge Management function, strengthening organizational capacity, governance, and future team structure.

Benefits

Medical, dental, and vision coverage; health savings and flexible spending accounts; life and disability insurance; wellness resources; mental health support; and disease management programs.
401(k), deferred compensation programs, financial counseling, DailyPay, and educational savings resources.
Paid time off and company holidays.
Educational assistance.
Parental leave and adoption assistance.
Backup care and caregiving support.
Employee assistance programs.
Commuter benefits.
Pet insurance.
Legal services and associate discount programs.
Bereavement, military, personal, family and medical leave, and jury duty leave.
BD University investment and ongoing opportunities to develop technology skills and expertise.
Competitive compensation and reward and recognition opportunities.