Director, Global Knowledge Management

For our client, we are seeking a Director, Global Knowledge Management to join the team of a leader in the Healthcare space. This leader will shape the enterprise knowledge strategy that supports global customer service and operational excellence across a matrixed healthcare organization. The role will establish governance, operating rhythms, and performance measures that improve how knowledge is created, managed, and used across regions and functions. It will also partner closely with technology and digital teams to make information easier to find, use, and scale in support of better service delivery. Location: Remote Compensation: $183,700 – $293,900 annually Responsibilities Define and execute a multi-year global Knowledge Management strategy. Establish a scalable global operating model for various regions and functions. Drive adoption of Knowledge-Centered Service principles across Global Customer Service. Communicate strategy and progress to senior executives with clear reporting. Define global standards for content governance and article management. Partner with IT and Digital teams to enhance knowledge accessibility. Define KPIs and performance management routines to measure knowledge effectiveness. Qualifications Bachelor’s degree required; advanced degree or certifications preferred in Knowledge Management or related fields. 10+ years of experience in Knowledge Management, Service Operations, or related fields. 5+ years of experience leading teams or large-scale cross-functional programs. Demonstrated experience in building or scaling Knowledge Management capabilities. Experience establishing governance models and KPIs in a matrixed environment. Proven ability to lead change in complex organizations. Preferred experience with Knowledge-Centered Service (KCS) and CRM platforms like Salesforce. Benefits Medical, dental, vision, and wellness resources. 401(k) and financial counseling programs. Paid time off and parental leave. Educational assistance and caregiving support. Employee assistance programs and legal services. Our client is an equal opportunity employer. #J-18808-Ljbffr Ladders