Manager Knowledge Ops

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. 

Position Overview

The Manager Knowledge manages and leads a highly skilled Knowledge Management team in our organization. The Manager Knowledge provides leadership, coaching, training and mentoring to Knowledge Analysts to ensure all critical aspects of client issues are met and resolved appropriately. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of user help requests, including the monitoring, tracking, and coordination of knowledge integrated Functions. They have a strong technical ability, great communication skills, and a motivation to achieve results in a dynamic, fast paced environment are required.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for overseeing all knowledge-related activities including the management, capturing, sharing and accessibility of knowledge asset. 
• Responsible for maintaining Knowledge Management and Quality Assurance service levels according to Paylocity standards. 
• Collaborate, guide and support stakeholders, internal and external, to promote and optimize the usage of Paylocity’s knowledge assets. 
• Support all product and organization initiatives through enabling and or providing effective and assessable knowledge assets. 
• Collaborate with internal training department to coordinate, assess, and manage employees' training needs and gaps as well as build gap content. 
• Identify and partner or lead knowledge, quality, and other operations initiatives to improve customer experience. 
• Excellent communication and interpersonal skills. Including a strong ability to create positive and professional business relationships with technical teams (both internal and third party), internal clients and business users.
• Must be comfortable speaking in front of groups to deliver trainings to internal partners. 
• Effective communication at all levels within Paylocity; must have strong people skills to tactfully deliver constructive feedback and to deliver performance improvement suggestions.

• Team Management – Manage the individuals on the Knowledge Management Team including:
• Establish best practices and opportunities to improve team’s performance and the performance between departments. 
• Developing the necessary expertise on the team (and continuing self-development) to ensure business communication and knowledge management best practices are achieved and maintained.
• Building and developing a team of capable problem solvers that can work independently and collaboratively with other functional groups. 
• Conduct year-end performance reviews and other employee relations activities with the assistance of Human Resources. 
• Develop, communicate and monitor progress towards department goals. 
• Monitors the workload of the team ensuring appropriate volume, priority and alignments. 
• Provides proactive and reactive development opportunities that contribute to self, team and corporate goals. 
• Hiring, onboarding and training new team members. 
• Establish best practices and opportunities to improve team’s performance and the performance between departments. 
• Manage the day-to-day activities of the Knowledge Management Analysts and Coordinators. 

• Metrics, Reporting and Analysis: Leverage formal and informal metrics to identify and analyze trends (internal and external usage), monitor team & individual effectiveness and assess intervention results. Identify and advocate for necessary metrics and reporting. Develop tracking for metrics not yet developed. Use metrics to create a culture of continual improvement and to create focus where needed for purposes of learning, coaching, intervention and operational improvements. 

• Monitors and evaluates the KM program, including external benchmarking and evaluation programs/opportunities. 

• Facilitate effective engagement with Development, Learning and Development and Service organizations to drive solution development and maintenance in the areas of Enterprise Search, Information Capture, and Expertise Search.

Education and Experience

• Bachelor’s Degree in applicable focus area or equivalent combination of education and experience
• Minimum of two years’ Knowledge Management experience or equivalent Learning & Development and software/client service experience while leveraging a knowledge base
• 3+ years Supervisor or Management Experience
• Operations, Process Improvement or Project Management Experience
• Excellent knowledge of MS Office
• Strong writing and communication skills
• Problem-solving/analytical skills
• Ability to manage change
• Comfortable with ambiguity
• Aptitude & desire for continued learning
• Strong technical and data management aptitude

Not Required, but a plus

• Experience with Executive level communication & presentations
• Experience in Learning & Development
• Experience working with SQL and other relational databases
• Familiar with Salesforce dashboards and reporting
• Experience with vendor management, requests for proposal, requirements building and implementation
• Experience with Lean Six Sigma

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

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 accessibility@paylocity.com. 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 $88,300 - $126,100/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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