Job Type

Full-time

Description

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

Required

• 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.

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. Applicants should apply via www.paylocity.com/careers.

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