Job DescriptionEssential Duties & ResponsibilitiesGlobal 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.
Primary Work LocationUSA CA - San Diego Bldg A&B
Additional LocationsUSA NC - Durham - Davis Drive, USA NC - Durham - Roche Drive
Work ShiftAt 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.
Benefits may include:Health & Well-being: Medical, dental, vision, health savings and flexible spending accounts, life and disability insurance, wellness resources, mental health support, and disease management programs.
Retirement & Financial Well-being: 401(k), deferred compensation programs, financial counseling, DailyPay, and educational savings resources.
Work-Life Balance & Family Support: Paid time off, company holidays, educational assistance, parental leave, adoption assistance, backup care, caregiving support, employee assistance programs, commuter benefits, pet insurance, legal services, and associate discount programs.
Leave Programs: Bereavement, military, personal, family and medical leave, and jury duty leave.
Additional details regarding benefits and well-being programs can be found in Our Commitment to You.
Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed
Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
Salary Range Information$183,700.00 - $293,900.00 USD Annual
