Director, AI‑Driven Knowledge Strategy & Client Experience

Paylocity; United States; On-site; USD 130,000 - 190,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Match

Career development opportunities

Job summary

Paylocity is seeking a Director Knowledge Strategy to lead knowledge management, architecture, and client experience across the organization. You will shape how knowledge is created, stored, and used, and drive AI-enabled enhancements with engineering and data science teams.

This remote US role requires 10+ years in knowledge or content operations in SaaS, and hands-on experience with AI tools like eGain. You will partner with product, service, and enablement teams, define KPIs, and guide

Qualifications

• 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.

Responsibilities

• Develop and lead a comprehensive forward-looking knowledge management strategy aligned with business and client experience goals.
• Design and maintain a scalable knowledge architecture that supports taxonomy, metadata, and governance standards.
• Establish policies for content lifecycle management, including creation, curation, and retirement.
• Champion a culture of knowledge sharing, continuous learning, and operational excellence.
• Collaborate with engineering and data science teams to integrate AI into knowledge workflows.

Skills

Knowledge management

AI technologies

Customer experience

eGain Knowledge Hub

Knowledge architecture

Education

Bachelor’s or Master’s in Information Science, Business, Computer Science

Tools

eGain Knowledge Hub

Job description

Paylocity is seeking a Director Knowledge Strategy to lead knowledge management, architecture, and client experience across the organization. You will shape how knowledge is created, stored, and used, and drive AI-enabled enhancements with engineering and data science teams.

This remote US role requires 10+ years in knowledge or content operations in SaaS, and hands-on experience with AI tools like eGain. You will partner with product, service, and enablement teams, define KPIs, and guide