Abbott · 1 month ago
Manager, Global Knowledge Management
Alameda, CA
Full-time
Onsite
Mid Level
$131K/yr - $261K/yr
3+ years expAbbott is a global healthcare leader that helps people live more fully at all stages of life. The Manager, Global Knowledge Management serves as the program lead for ADC’s Customer Service knowledge strategy, overseeing the collection, curation, and dissemination of global customer service knowledge content to enhance customer experiences and operational efficiency.
BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical
Responsibilities
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
Qualification
Required
Bachelors Degree
Minimum 2 years Salesforce knowledge experience
Minimum 3 years overall and industry specific experience
Benefits
Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
An excellent retirement savings plan with a high employer contribution.
Tuition reimbursement
The Freedom 2 Save student debt program
FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
Company
Abbott
Abbott is a healthcare company that produces diagnostic kits, medical devices, nutritional products, and branded generic medicines.
10001+ employees
H1B Sponsorship
Abbott has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$6.79M2011-03-15Post Ipo Debt· $0.1M
2009-03-16Post Ipo Debt· $6.69M
1980-12-12IPO
Leadership Team
Robert Ford
President & Chief Executive Officer
Mike Peterson
Senior Vice President
Recent News
Company data provided by crunchbase