Director, global knowledge management

We are the people who give possibilities purpose. BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

We are the makers of possible. BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Essential Duties & Responsibilities

• Global 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.
• 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.
• 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.
• Performance Management & Business Impact: Define KPIs, dashboards, and performance management routines that measure knowledge effectiveness, adoption, content health, and business impact.
• Change Leadership & Organizational Capability: Build a culture of knowledge sharing, accountability, and continuous learning across Global Customer Service.

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.

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.

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.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.