Rx Automation Knowledge Manager

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.

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 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 compensation package along with the following benefits specific to this role: 

• Annual Bonus
• Potential Discretionary LTI Bonus 

Health and Well-being Benefits 

• Medical coverage 

• Health Savings Accounts 

• Flexible Spending Accounts 

• Dental coverage 

• Vision coverage 

• Hospital Care Insurance 

• Critical Illness Insurance 

• Accidental Injury Insurance 

• Life and AD&D insurance 

• Short-term disability coverage 

• Long-term disability insurance 

• Long-term care with life insurance 

Other Well-being Resources 

• Anxiety management program 

• Wellness incentives 

• Sleep improvement program 

• Diabetes management program 

• Virtual physical therapy 

• Emotional/mental health support programs 

• Weight management programs 

• Gastrointestinal health program 

• Substance use management program 

• Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit 

Retirement and Financial Well-being 

• BD 401(k) Plan 

• BD Deferred Compensation and Restoration Plan 

• 529 College Savings Plan 

• Financial counseling 

• Baxter Credit Union (BCU) 

• Daily Pay 

• College financial aid and application guidance 

Life Balance Programs 

• Paid time off (PTO), including all required State leaves 

• Educational assistance/tuition reimbursement 

• MetLife Legal Plan 

• Group auto and home insurance 

• Pet insurance 

• Commuter benefits 

• Discounts on products and services 

• Academic Achievement Scholarship 

• Service Recognition Awards 

• Employer matching donation 

• Workplace accommodations 

Other Life Balance Programs 

• Adoption assistance 

• Backup day care and eldercare 

• Support for neurodivergent adults, children, and caregivers 

• Caregiving assistance for elderly and special needs individuals 

• Employee Assistance Program (EAP) 

• Paid Parental Leave 

• Support for fertility, birthing, postpartum, and age-related hormonal changes 

Leave Programs 

• Bereavement leaves 

• Military leave 

• Personal leave 

• Family and Medical Leave (FML) 

• Jury and Witness Duty Leave