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.

JOB DESCRIPTION:

Working at Abbott

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

• 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.

Required Qualifications

• Bachelors Degree

• Minimum 2 years Salesforce knowledge experience

• Minimum 3 years overall and industry specific experience

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers

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.

     

JOB FAMILY:

Support Services

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : 2601 Harbor Bay Parkway

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 15 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf