Director, Global Knowledge Management
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Posted: 10/21/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Knowledge Management strategy, governance, and operational excellence, with a strong focus on driving customer self-service and digital support capabilities. Proven ability to lead cross-functional teams and establish performance metrics in complex, global environments.
Highest-signal resume keywords
Knowledge Management StrategyGovernance ModelsKnowledge-Centered Service (KCS)Customer ExperienceDigital Transformation
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Define and execute a multi-year global Knowledge Management strategy and roadmap
- Establish a scalable global operating model across regions, business units, products, and service functions
- Drive adoption of Knowledge-Centered Service principles and industry best practices across Global Customer Service
- Communicate strategy, progress, risks, and business impact to senior executives
- Define global standards for article authoring, validation, approval, review, version control, publishing, retirement, localization, and regulated content governance
- Establish content ownership, accountability models, governance, and knowledge health review processes
- Establish knowledge architecture, taxonomy, metadata, and content design standards
- Partner with Digital, IT, CRM, Customer Experience, and Data/AI teams to improve knowledge accessibility
- Enable customer self-service and associate support workflows through improved content quality, search effectiveness, discoverability, and digital service integration
- Own business requirements and knowledge readiness standards for intelligent search, agent assist, AI-assisted support, and customer-facing digital service capabilities
- Define KPIs, dashboards, and performance management routines
- Improve knowledge utilization, self-service adoption, case deflection, resolution performance, repeat contact reduction, and cost-to-serve outcomes
- Provide executive visibility into progress, risks, adoption barriers, and improvement opportunities
- Build a culture of knowledge sharing, accountability, and continuous learning
- Develop training, communications, and engagement strategies
- Partner with Technical Support, Field Service, Training & Education, Service Engineering, Quality, and Operations leaders
- Lead the evolution and scaling of the global Knowledge Management function and organizational capacity
Requirements
What you’ll need- Bachelor’s degree required
- 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
- Flexibility to work global business hours with occasional after-hours support
- Ability to travel internationally up to 20%
- Advanced degree or certifications in Knowledge Management, Business, Operations, Information Systems, Customer Experience, or related fields preferred
- 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
Benefits
Comp & perks- Medical, dental, vision, health savings and flexible spending accounts
- Life and disability insurance
- Wellness resources, mental health support, and disease management programs
- 401(k)
- Deferred compensation programs
- Financial counseling, DailyPay, and educational savings resources
- Paid time off and company holidays
- Educational assistance
- Parental leave and adoption assistance
- Backup care and caregiving support
- Employee assistance programs
- Commuter benefits, pet insurance, legal services, and associate discount programs
- Bereavement, military, personal, family and medical leave, and jury duty leave
- BD University and opportunities to learn, grow, and develop tech skills and expertise
- Performance-based reward and recognition opportunities
- Remote work arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge ManagementService OperationsKPI DevelopmentContent Design StandardsDigital SupportOperational ExcellenceChange ManagementPerformance ManagementKnowledge ArchitectureTaxonomy Development
Soft Skills
LeadershipCommunicationCollaborationAccountabilityContinuous Learning
Tools & Technologies
Salesforce Service CloudDigital Service IntegrationAI-Assisted SupportIntelligent SearchCustomer Self-Service
Certifications & Qualifications
Advanced Degree in Knowledge ManagementCertification in Knowledge-Centered Service
Industry Keywords
HealthcareMedical DeviceLife SciencesRegulated IndustriesB2B Service Environments