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About the Role

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.

Responsibilities

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.

Requirements

Bachelor's degree or equivalent work experience
5+ years in project management, process improvement, support operations, product support, or a technical support organization
Strong Microsoft Office skills (Word, Excel, PowerPoint)
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
Flexibility to work varied hours as needed to support customer operations and urgent support communications
Ability to travel up to 10%

Skills

Healthcare technology background
Pharmacy automation or related medical device fields experience
Technical support operations experience
Knowledge management program leadership
Technical writing and content documentation
Knowledge lifecycle governance
Information management or learning and development roles
Technical communication experience
Change management initiatives
Stakeholder adoption programs
Training delivery
Coaching
Power BI experience for analytics and dashboard creation
Salesforce platform knowledge
Knowledge base platform experience (such as ServiceNow, Confluence, or similar)
Analytics tool proficiency
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
Experience leading small teams or having team leadership responsibilities, particularly in knowledge-focused or support environments
Experience creating troubleshooting articles, decision trees, workflows, escalation criteria, job aids, and technical reference materials

Location

USA NC - Durham - Roche Drive
USA AL - Birmingham - Vestavia
USA AZ - Nogales
USA AZ - Nogales RLI
USA AZ - Tempe BPV Building 1
USA AZ - Tempe BPV Building 2
USA AZ - Tempe BPV Building 4
USA AZ - Tempe Headquarters
USA AZ - Tucson - Valencia Road
USA CA – Brea
USA CA - El Cajon
USA CA - Irvine Laguna Canyon
USA CA - Irvine Neomend
USA CA - Irvine SenoRx
USA CA - Milpitas 135
USA CA - Milpitas 155
USA CA - Ontario, Wall Street
USA CA - Redlands Distribution Ctr
USA CA - San Diego (BDB)
USA CA - San Diego (IDS)
USA CA - San Diego Bldg A&B
USA CA - San Diego - Otay Mesa
USA CA - San Diego - Road to the Cure
USA CA - San Diego TC Bldg C&D
USA CA - San Jose (Reagents)

Work Type

On-site collaboration
4 days of in-office presence per week

Experience Level

5+ years

Education Level

Bachelor's degree or equivalent work experience

Salary/Compensations

$105,100.00 - $168,100.00 USD Annual

Benefits

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

About the Company

BD is one of the largest global medical technology companies in the world.
Advancing the world of health™ is our Purpose.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture.
Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
To learn more about BD visit https://bd.com/careers.

Equal Opportunity

Becton, Dickinson, and Company is an Equal Opportunity Employer.
We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.