Director, Global Knowledge Management

Becton Dickinson & Co

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

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Vacancy posted 6 days ago

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