Director Strategy Ops

Full-time

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!

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.

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.

• 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 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).

• 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…