Director, Global Knowledge Management

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and implement a comprehensive, multi-year global Knowledge Management strategy and roadmap.

• Create a scalable global operational framework across various regions, business units, products, and service functions.

• Promote the adoption of Knowledge-Centered Service principles and industry-leading practices throughout Global Customer Service.

• Effectively communicate the strategy, progress, risks, and business impact to senior leadership.

• Set global standards for article creation, validation, approval, review, version control, publishing, retirement, localization, and governance of regulated content.

• Define content ownership, accountability models, governance structures, and processes for knowledge health reviews.

• Establish knowledge architecture, taxonomy, metadata, and standards for content design.

• Collaborate with Digital, IT, CRM, Customer Experience, and Data/AI teams to enhance knowledge accessibility.

• Facilitate customer self-service and associate support workflows by improving content quality, search efficiency, discoverability, and digital service integration.

• Manage business requirements and standards for knowledge readiness related to intelligent search, agent assist, AI-assisted support, and customer-facing digital services.

• Define key performance indicators (KPIs), dashboards, and performance management processes.

• Enhance knowledge utilization, self-service adoption, case deflection, resolution effectiveness, reduction of repeat contacts, and cost-to-serve metrics.

• Provide executives with visibility into progress, risks, barriers to adoption, and opportunities for improvement.

• Foster a culture of knowledge sharing, accountability, and continuous learning.

• Create training, communication, and engagement strategies.

• Collaborate with leaders from Technical Support, Field Service, Training & Education, Service Engineering, Quality, and Operations.

• Lead the development and scaling of the global Knowledge Management function and organizational capacity.

⛳️ Requirements

• A Bachelor's degree is required.

• Over 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 in leading teams, functions, or large-scale cross-functional initiatives.

• Proven experience in building or scaling a Knowledge Management, digital support, customer service, or operational excellence capability.

• Experience in establishing governance models, operational frameworks, KPIs, and stakeholder accountability within a matrixed environment.

• Demonstrated capability to lead change in complex or global organizations.

• Willingness to work global business hours with occasional after-hours support required.

• Ability to travel internationally up to 20% of the time.

• An advanced degree or certifications in Knowledge Management, Business, Operations, Information Systems, Customer Experience, or related fields is preferred.

• Preferred experience with Knowledge-Centered Service (KCS), including practical application or certification.

• Preferred background with CRM platforms like Salesforce Service Cloud.

• Preferred experience in customer self-service, digital support, knowledge-driven service models, AI-enabled service or knowledge solutions, or similar digital transformation capabilities.

• Preferred experience in healthcare, medical device, life sciences, regulated industries, or other complex B2B service environments.

• Preferred experience in leading globally distributed teams and stakeholders.

🏝️ Benefits

• Medical, dental, vision, health savings, and flexible spending accounts.

• Life and disability insurance.

• Wellness resources, mental health support, and disease management programs.

• 401(k) plan.

• Deferred compensation programs.

• Financial counseling, DailyPay, and educational savings resources.

• Paid time off and company holidays.

• Educational assistance programs.

• Parental leave and adoption assistance.

• Backup care and caregiving support.

• Employee assistance programs.

• Commuter benefits, pet insurance, legal services, and associate discount programs.

• Leave options including bereavement, military, personal, family and medical leave, and jury duty leave.

• Access to BD University and opportunities for learning, growth, and development of technical skills and expertise.

• Performance-based reward and recognition opportunities.

• Remote work arrangement available.