Rx Automation Knowledge Manager

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 The Rx Automation Customer Support Center provides remote technical support for pharmacy automation customers. The Knowledge Manager supports this mission by owning the Rx Automation knowledge management program across Service and Support, strengthening knowledge quality, associate readiness, case resolution, scalable service delivery, and continuous improvement. This role blends tactical execution, program leadership, and leadership of a small team that may scale over time to improve knowledge usability, resolution efficiency, and customer experience. Operating Model 70% program sustainment and adoption support; 30% strategy, roadmap evolution, and continuous improvement. Specific Duties Lead execution, stabilization, and continuous improvement of the Rx Automation knowledge program. Maintain roadmaps, governance routines, RACIs, lifecycle processes, and program health measures. Lead a small knowledge-focused team, with the potential to scale team size and responsibilities as program needs mature. Own knowledge standards, templates, taxonomy, metadata, review cadence, approval workflow, and archival criteria. Develop and maintain troubleshooting articles, decision trees, workflows, escalation criteria, and technical reference materials. Develop adoption plans, communications, and updates that support consistent use of knowledge resources. Partner with leaders and associates to reinforce knowledge best practices and expected behaviors. Train and coach support staff on knowledge lifecycle expectations, content use, and contribution practices. Create job aids, guides, and learning tools that improve adoption, consistency, and associate readiness. Maintain dashboards and reports on knowledge health, utilization, content aging, adoption, gaps, and improvement progress. Use data, case trends, feedback, and search behavior to identify and prioritize improvement opportunities. Serve as the knowledge management resource for Rx Automation CSC and promote a culture of knowledge sharing. Facilitate routines with Technical Support, Field Service, Product Support, Engineering, Training, Quality, and Operations. Administrative / Other Timely completion of internal company documentation. Timely completion of any Company or Department required training. Performs other duties as assigned. Minimum Requirements Education: Bachelor's degree or equivalent work experience Experience: 5+ years in project management, process improvement, support operations, product support, or a technical support organization Technical Skills: Strong Microsoft Office skills (Word, Excel, PowerPoint) Core Competencies: Strong analytical and problem-solving abilities Excellent communication skills (written and verbal) Demonstrated facilitation skills Informal leadership capabilities Program Management: Experience measuring program health, success criteria, and benefit realization Availability: Flexibility to work varied hours as needed to support customer operations and urgent support communications Travel: Ability to travel up to 10% Preferred Qualifications Industry Experience: Background in healthcare technology Experience in pharmacy automation or related medical device fields Operations experience in technical support environments Specialized Experience: Leading knowledge management programs Technical writing and content documentation Knowledge lifecycle governance Information management or learning and development roles Technical communication experience Change Management: Proven experience driving change management initiatives, stakeholder adoption programs, training delivery, or coaching Technical Tools: Power BI experience for analytics and dashboard creation Salesforce platform knowledge Knowledge base platform experience (such as ServiceNow, Confluence, or similar) Analytics tool proficiency Certifications: PMP (Project Management Professional) KCS (Knowledge-Centered Service) certification Knowledge management certification Change management certification (such as Prosci) Technical writing certification Other relevant knowledge expertise credentials Leadership Experience: Experience leading small teams or having team leadership responsibilities, particularly in knowledge-focused or support environments Content Development: Experience creating troubleshooting articles, decision trees, workflows, escalation criteria, job aids, and technical reference materials At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting. For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law. At BD, we are committed to supporting our associates’ well-being, development, and success through a performance-based culture. For this position, BD offers a competitive