Director Knowledge Strategy Ops

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401(k) match

Remote work

Career development

Job summary

Paylocity seeks a Director of Knowledge Strategy to transform how knowledge is created and used across the organization and with clients. You will drive intelligent systems, AI-enabled workflows, and scalable content strategies to improve customer experiences.

Lead cross-functional teams, set governance standards, and champion knowledge sharing while aligning with SaaS business models and localization needs. Remote flexibility within the U.S. is available.

Qualifications

• Bachelor’s or Master’s in information science, business, or related field.
• 10+ years in knowledge management, content strategy, or operations in SaaS/tech.
• Proven experience implementing AI technologies in knowledge systems.
• Strong understanding of customer experience principles and SaaS models.
• Hands-on experience with enterprise knowledge platforms like eGain.

Responsibilities

• Develop and lead a forward-looking knowledge management strategy.
• Design scalable knowledge architecture with taxonomy and governance.
• Lead AI-enabled knowledge workflows and content tagging projects.
• Improve client onboarding, self-service, and knowledge reuse.

Skills

Knowledge management

Knowledge architecture

AI/ML integration

Stakeholder engagement

Education

Bachelor's or Master’s in Information Science or related field

10+ years in knowledge management or SaaS/tech

Tools

eGain Knowledge Hub

Job description

Job Type

Full-time

Description

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Fully Remote (U.S. Only):

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.

Position Overview

The Director Knowledge Strategy is a strategic and innovative Leader of Knowledge Management & Client Experience, leading the transformation of how knowledge is created, structured, and leveraged across the organization and with our clients. This role drives the development of intelligent knowledge systems that enhance customer experience, enable internal teams, and integrate AI technologies to deliver scalable, personalized solutions.

Primary Responsibilities

Knowledge Strategy & Architecture

• 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.

AI-Driven Knowledge Enablement

• Collaborate with engineering and data science teams to lead the integration of AI/ML technologies into knowledge workflows (e.g., semantic search, NLP, chatbots).
• Lead initiatives to automate content tagging, recommendation engines, and predictive knowledge delivery.
• Evaluate and implement AI tools - including platforms like eGain Knowledge Hub - to enhance both internal and client-facing knowledge experiences.
• Lead the implementation of AI-powered article generation to accelerate content creation and ensure consistency and relevance (in addition to search/discovery).

Client Experience Optimization

• Ensure knowledge systems support seamless client onboarding, support, and self-service.
• Leverage customer insights to optimize content formats, delivery channels, and reduce case volume.
• Develop and execute a localization and translation strategy to ensure knowledge content is accessible and relevant across global markets.
• Partner with Customer insight and Service teams to reduce case volume through intelligent knowledge reuse.

Cross-Functional Collaboration

• Partner with Service, Product, and Enablement teams to embed knowledge into frontline workflows.
• Promote a culture of knowledge sharing and continuous learning across departments.
• Facilitate training and adoption of knowledge tools and practices.
• Serve as a strategic advisor to executive leadership on knowledge-driven transformation.

Analytics & Continuous Improvement

• Define and monitor KPIs for knowledge usage, engagement, and impact.
• Use data-driven insights to identify gaps, optimize content, and improve system performance.
• Report regularly to executive leadership on strategic outcomes and opportunities.

Education & Experience

• 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.

Preferred

• Certified Knowledge Manager (CKM) or equivalent.
• Experience with KCS (Knowledge-Centered Service) methodology.
• Strong project management and change leadership skills.
• Excellent communication and stakeholder engagement abilities.

Physical Requirements

• 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.
• Job Designation: Remote - Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Periodic travel to office locations may be necessary.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact [e-mail]. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay range for this position is $130,000 - $190,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location.

Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Job Applicants and applicable data protection laws.