Director, Knowledge Strategy Ops

🕒 Yesterday

🇺🇸 United States – Remote

💵 $130k - $190k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

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Paylocity

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 $10M Venture Round - Paylocity on 2008-05

HR Tech • SaaS • B2B

Paylocity is a provider of cloud-based payroll and human capital management software for businesses of all sizes. Its platform includes payroll, HR, time & labor, benefits administration, talent management (recruiting, onboarding, performance, learning), employee experience tools and AI-driven features, and it serves small businesses through enterprises as well as partners such as accountants, brokers, and tech partners.

📋 Description

• Develop and lead a comprehensive knowledge management strategy aligned with business and client experience goals • Design and maintain scalable knowledge architecture supporting taxonomy, metadata, and governance standards • Establish content lifecycle management policies covering creation, curation, and retirement • Champion knowledge sharing, continuous learning, and operational excellence • Lead integration of AI/ML technologies into knowledge workflows, including semantic search, NLP, and chatbots • Automate content tagging, recommendation engines, and predictive knowledge delivery • Evaluate and implement AI tools, including platforms such as eGain Knowledge Hub • Lead AI-powered article generation to accelerate content creation and ensure consistency and relevance • Optimize knowledge systems for client onboarding, support, and self-service • Use customer insights to optimize content formats and delivery channels and reduce case volume • Develop and execute localization and translation strategies for global markets • Partner with Customer Insight and Service teams to reduce case volume through intelligent knowledge reuse • Embed knowledge into frontline workflows with Service, Product, and Enablement teams • Facilitate training and adoption of knowledge tools and practices • Advise executive leadership on knowledge-driven transformation • Define and monitor KPIs for knowledge usage, engagement, and impact • Use data-driven insights to identify gaps, optimize content, and improve system performance • Report strategic outcomes and opportunities to executive leadership

🎯 Requirements

• Bachelor’s or Master’s in Information Science, Business, Computer Science, or related field • 10+ years in knowledge management, content strategy, or operations in a SaaS or tech environment • Proven experience implementing AI technologies in knowledge systems • Strong understanding of customer experience principles and SaaS business models • Hands-on experience with eGain or similar enterprise knowledge platforms • Expertise in knowledge architecture, including taxonomy design and content modeling • Certified Knowledge Manager (CKM) or equivalent preferred • Experience with KCS (Knowledge-Centered Service) methodology preferred • Strong project management and change leadership skills • Excellent communication and stakeholder engagement abilities • Ability to sit for extended periods, typically 7–8 hours/day • Proficiency in operating computer and phone systems, including simultaneous use of multiple software programs • Must work five days per week during designated work hours • Must work from within the U.S.

🏖️ Benefits

• Medical, dental, vision, life, and disability insurance • 401(k) match • Career development opportunities • Annual bonus • Restricted stock unit grant based on individual performance • Fully remote work from home or location of record within the U.S. • No in-office requirements • Full range of benefits