Manager, Global Knowledge ManagementAbbott • Alameda, CA, US
Manager, Global Knowledge Management
Abbott • Alameda, CA, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Champion a culture of Knowledge-Centered Service (KCS), embedding it into operational processes and systems; incentivize contributions across departments. Lead the evolution of Salesforce Knowledge, driving technology enhancements that optimize content management and agent experience. Leverage AI for intelligent knowledge discovery, semantic search, and predictive recommendations. Design intuitive interfaces for seamless access to knowledge by employees and customers. Integrate KM into digital workflows to eliminate silos and promote cross-functional collaboration. Develop and execute a global KM strategy and roadmap for all Customer Service teams. Align KM initiatives with the company's digital strategy to accelerate insight delivery and improve customer experience, product innovation, and operational performance. Deliver curated, actionable knowledge to support data-driven decision-making. Promote collaborative tools and techniques, including Communities of Practice (CoPs), and educate teams on effective KM tool usage. Identify and categorize critical organizational knowledge (e.g., technical "know-how," strategic "know-why," and relational "know-who") and deliver context-aware content tailored to roles and tasks. Extend KM capabilities to customer-facing channels to ensure consistent and accurate information delivery. Explore and implement innovative KM methods to exceed performance KPIs and enhance customer satisfaction. Collaborate with global and cross-functional teams to manage knowledge content consistently. Build and lead a high-performing KM team, fostering talent development and succession planning. Partner with global business stakeholders and the Abbott KM Community to continuously improve KM practices within LCO ADC. Measure and evaluate KM effectiveness, tracking usage, relevance, and impact on KPIs such as customer satisfaction, resolution time, and innovation speed. Establish feedback loops to refine knowledge assets and processes. Bachelors Degree Minimum 2 years Salesforce knowledge experience Minimum 3 years overall and industry specific experience
Manager, Global Knowledge Management
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
Working at Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You'll also have access to :
- Career development with an international company where you can grow the career you dream of.
- An excellent retirement savings plan with a high employer contribution.
- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
- A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity : This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology.
The Manager, Global Knowledge Management serves as the program lead for ADC's Customer Service knowledge strategy. This role oversees the collection, curation, and dissemination of global customer service knowledge content, positioning it as a cornerstone of ADC's commitment to world-class service.
As a strategic leader and advocate for Knowledge Management (KM), this individual will drive the development, engagement, and stewardship of knowledge across all global markets. The role ensures KM initiatives align with the mission and objectives of the ADC Customer Service organization, enabling data-driven decisions, operational efficiency, and enhanced customer experiences.
This is an onsite opportunity in Alameda, CA.
What You'll Work On :
Required Qualifications :
The base pay for this position is $128,000.00 $256,000.00. In specific locations, the pay range may vary from the range posted.
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Manager Knowledge • Alameda, CA, US
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