Director, Global Knowledge Management

Becton Dickinson seeks a Director of Global Knowledge Management to develop and execute a multi-year strategy for knowledge operations across regions and business units. The role focuses on establishing governance standards, enabling digital self-service and AI capabilities, and driving organizational change to improve customer experience and operational efficiency.

Responsibilities

• Define and execute multi-year global Knowledge Management strategy aligned to customer experience and digital transformation
• Establish scalable global operating model supporting multiple regions, business units, and service functions
• Define and maintain global standards for article authoring, validation, governance, and content management
• Partner with Digital, IT, and AI teams to improve knowledge accessibility and enable intelligent search and agent assist capabilities
• Define KPIs and performance dashboards measuring knowledge effectiveness, adoption, and business impact

Requirements

• Bachelor's degree required; advanced degree or Knowledge Management certification preferred
• 10+ years in Knowledge Management, Service Operations, Technical Support, or Customer Experience
• 5+ years leading teams, functions, or large-scale cross-functional programs
• Demonstrated experience building or scaling Knowledge Management or customer service capabilities
• Experience establishing governance models, operating models, and KPIs in matrixed environments
• Proven track record leading change across global or complex organizations
• Knowledge-Centered Service (KCS) certification or practical application experience preferred