Director, Global Knowledge Management



 We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.



 Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Essential Duties & Responsibilities

Global Knowledge Strategy & Operating Model

Define and execute a multi-year global Knowledge Management strategy and roadmap aligned to customer experience, service productivity, operational excellence, digital transformation, and AI-enabled support objectives.

Establish a scalable global operating model supporting multiple regions, business units, products, and service functions.

Drive adoption of Knowledge-Centered Service (KCS) principles and industry best practices across Global Customer Service.

Communicate strategy, progress, risks, and business impact to senior executives through clear roadmaps, governance updates, and performance reporting.

Governance, Content Excellence & Knowledge Architecture

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.

Digital, Self-Service & AI Enablement

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 that enable intelligent search, agent assist, AI-assisted support, and future customer-facing digital service capabilities.

Performance Management & Business Impact

Define KPIs, dashboards, and performance management routines that 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 to progress, risks, adoption barriers, and opportunities for continuous improvement.

Change Leadership & Organizational Capability

Build a culture of knowledge sharing, accountability, and continuous learning across Global Customer Service.

Develop training, communications, and engagement strategies that improve adoption and usage 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, building on existing capability while strengthening organizational capacity, governance, and future team structure.

Qualifications

• Bachelor’s degree required; advanced degree or certifications in Knowledge Management, Business, Operations, Information Systems, Customer Experience, or related fields preferred.
• 10+ years of experience in Knowledge Management, Service Operations, Technical Support, Customer Experience, Digital Support, enterprise transformation, or a related field.
• 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.
• Preferred experience with Knowledge-Centered Service (KCS), including practical application or certification.
• Preferred experience supporting CRM platforms such as Salesforce Service Cloud.
• Preferred experience with customer self-service, digital support, knowledge-driven service models, AI-enabled service or knowledge solutions, or related digital transformation capabilities.
• Preferred experience within healthcare, medical device, life sciences, regulated industries, or other complex B2B service environments.
• Preferred experience leading globally distributed teams and stakeholders.
• Leadership Profile
• Strategic Knowledge Management leader who can define, scale, and govern a global knowledge operating model across regions, products, service functions, and digital channels.
• Transformation-oriented leader who elevates knowledge from a documentation activity to a strategic capability that improves customer self-service, associate productivity, service quality, and AI-ready digital support.
• Builder and change leader who creates structure from ambiguity, strengthens organizational capability, drives adoption, and builds a culture of knowledge sharing, accountability, and continuous improvement.
• Strong cross-functional influencer who builds alignment across service, digital, IT, quality, training, engineering, CRM, and customer experience stakeholders.
• Data-driven operator who uses KPIs, governance routines, and executive visibility to improve knowledge utilization, search success, self-service adoption, case deflection, resolution performance, and content health.
• Physical / Mental Requirements
• Flexibility to work global business hours with occasional after‑hours support
• Ability to travel internationally up to 20% to engage with global stakeholders, support operating model deployment, and participate in leadership forums.
• Why Join Us?
• A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
• You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.
• To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a bett er place.
• To learn more about BD visit https://bd.com/careers
• Why Join Us?
• To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
• We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
• To learn more about BD visit https://bd.com/careers .
• Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.
• Required Skills
• Optional Skills.
• Primary Work Location
• USA CA - San Diego Bldg A&B
• Additional Locations
• USA NC - Durham - Davis Drive, USA NC - Durham - Roche Drive
• Work Shift
• 

 At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs.