Director, Content Strategy & Architecture

ADP is hiring a Director, Content Strategy & Architecture (Enterprise Knowledge Management) in either our Tempe, AZ, Norfolk, VA, Maitland, FLA or Roseland, NJ office. This is a HYBRID role.

• Are you a strategic leader who turns complex business needs into clear, scalable content strategies that drive impact?
• Do you thrive at the intersection of content analysis, information architecture, and business consulting?
• Are you ready to shape how ADP’s knowledge is designed, governed, and delivered—everywhere associates and clients need it (and where GenAI will use it)?

Well, this may be the role for you. Ready to make your mark?

Lead the enterprise content strategy for ADP’s omnichannel knowledge ecosystem, ensuring our content is structured, consistent, reusable and ready for GenAI. You will consult with Business Units, conduct content analysis and audits, define information architecture (DITA-based) and guide migration strategy while partnering closely with the Director of Content Management, who will execute content creation, deployment and lifecycle operations based on your strategy.

You’ll oversee a team of KM Business Partners/Content Architects, enabling them to deliver targeted content solutions that align with business outcomes, improve findability and self-service, and scale across channels (e.g., Salesforce Knowledge “The Zone,” Experience Cloud, ADP Knowledge Search, SharePoint and future client portals).

• Set the enterprise content strategy and vision, aligning to business goals, service outcomes and omnichannel publishing needs.
• Act as an internal consulting partner to Business Units: assess needs, translate workflows into content strategies, and define measurable outcomes (e.g., case deflection, time-to-answer, content reuse).
• Define content operating models and engagement frameworks for Business Unit onboarding and ongoing partnership.

• Lead GenAI content initiatives: define content structure, metadata and governance required for grounding, retrieval and safe AI use (e.g., chunking, versioning, auditability, provenance).
• Partner with platform and analytics teams on RAG-ready content patterns and evaluation frameworks (precision/recall, answer quality).

• Own ADP’s DITA-based content architecture across the enterprise (specializations, componentization and reuse strategies).
• Establish and evolve taxonomy, metadata models, and tagging standards to maximize findability, personalization and analytics.
• Provide architectural guidance on information design patterns for both associate-facing and client-facing content.

• Lead content audits, gap/opportunity analyses and rationalization for structured/unstructured content.
• Define migration strategies (scope, sequencing, mapping, risk management) and partner with the Director of Content Management for execution.
• Develop quality frameworks and measurement loops to validate content effectiveness post-migration.

• Ensure content authored in IXIASOFT (CCMS) reliably publishes to multiple channels (Salesforce Knowledge, Experience Cloud, SharePoint, ADP Knowledge Search, future portals) with consistent truth across all surfaces.
• Partner with platform leaders to optimize publishing pipelines, search indexing (e.g., Fusion Search), and UI presentation patterns.

• Lead BU onboarding to the DITA model and IXIASOFT toolchain: curricula, playbooks, certification, and change management.
• Build reusable content strategy toolkits (governance, templates, style and structural guidelines, content patterns, MDM alignment).

• Define and track KPIs (findability/search effectiveness, reuse and componentization rates, content freshness/SLA, case deflection, self-service success).
• Use data and user feedback to prioritize strategic initiatives and continuously improve content architecture and operations.

• Build, lead, and develop a high-performing team of KM Business Partners/Content Architects; own hiring, performance,…