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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

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.

• 70% program sustainment and adoption support; 30% strategy, roadmap evolution, and continuous improvement.

• 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.

• Timely completion of internal company documentation.
• Timely completion of any Company or Department required training.
• Performs other duties as assigned.

• 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%

• 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 Service Now, 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…