Business Program Manager - Knowledge Management

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

Overview

Create, govern, optimize, and maintain high-quality Knowledge Management content and catalog structures to support enterprise knowledge experiences and AI readiness. Independently analyzes complex business needs and knowledge ecosystems, recommending governance standards, content organization strategies, and process improvements that improve discoverability, usability, and operational effectiveness. Partners with key stakeholders to analyze, diagnose, and resolve complex knowledge management challenges using diverse methods and tools. With minimal supervision, performs research, analysis, coordination, governance oversight, content lifecycle management, and program leadership activities related to enterprise knowledge assets and platforms used by employees and clients. Oversees the development of business cases and solution proposals that improve knowledge effectiveness, content quality, governance compliance, and long-term organizational value. Provides leadership and expertise applying project management concepts to strategic Knowledge Management initiatives.

Responsibilities

• Manage and govern the enterprise knowledge catalog, including content lifecycle, ownership, review schedules, archival processes, metadata standards, and content quality requirements.
• Develop, maintain, and optimize service-facing knowledge articles, job aids, procedural documentation, and knowledge structures using established governance standards, templates, style guides, and best practices.
• Deliver strategic recommendations to stakeholders regarding knowledge governance, content organization, taxonomy, and operational improvements that drive effective and efficient knowledge experiences.
• Independently manage complex Knowledge Management initiatives with multiple deliverables and timeframes, including governance implementations, catalog optimization efforts, content remediation programs, and cross-functional impacts.
• Recommend and initiate knowledge process improvements that increase content quality, reduce duplication, improve findability, and enhance reporting and operational effectiveness.
• Identify opportunities to improve knowledge management processes through analysis, governance assessments, and future-state operating model recommendations.
• Apply comprehensive knowledge management expertise to evaluate the impact of content, process, and product changes across multiple business areas and develop associated readiness and adoption plans.
• Partner with leadership across multiple organizations to drive enterprise Knowledge Management initiatives and implement value-added governance and content solutions.
• Act as a liaison between stakeholders to define, analyze, communicate, and validate knowledge requirements, governance expectations, content standards, and process improvements.
• Partner with Product, Operations, IT, Service, and Enablement teams to coordinate dependencies, establish ownership, and proactively identify and manage risks impacting knowledge quality and governance.
• Evaluate and recommend improvements to taxonomy, metadata, content structures, governance processes, policies, standards, and technologies to maximize knowledge effectiveness and operational efficiency.
• Lead knowledge quality assurance efforts, including content audits, governance reviews, content health assessments, standards compliance, issue tracking, and remediation planning.
• Lead root cause analysis and resolution of complex knowledge management challenges, including content gaps, search/findability issues, governance concerns, and catalog optimization opportunities, while developing business cases and return-on-investment recommendations.
• Analyze content performance, usage trends, search behavior, and stakeholder feedback to identify continuous improvement opportunities and measure the effectiveness of Knowledge Management initiatives.
• Ensure content structures, metadata, and governance practices support AI-powered knowledge experiences, enterprise search capabilities, and future knowledge enablement strategies.
• Other duties as assigned to support the general purpose of the position’s function.

Qualifications

• H.S. Diploma - Required
• Associate's Degree in Writing, Communications, Knowledge Management, Information Management, Business, or related discipline - Preferred
• 5 years of experience in Knowledge Management, content governance, business analysis, process improvement, content operations, or internal communications.
• Leadership experience a plus.
• Knowledge Management - Preferred
• Content Governance - Preferred
• Content Strategy - Preferred
• Information Architecture - Preferred
• Taxonomy & Metadata Management - Preferred
• Business Analysis - Preferred
• Business Process - Preferred
• Project Management - Preferred
• Program Management - Preferred
• Agile Methodology - Preferred
• Workflow Management - Preferred
• Process Improvement - Preferred
• Operations - Preferred
• Data Analysis - Preferred
• Stakeholder Management - Preferred

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $75,663 - $118,900 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

Live the Paychex Values

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

What's in it for you?

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.


Not sure if you meet every requirement?

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.




Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.

• Manage and govern the enterprise knowledge catalog, including content lifecycle, ownership, review schedules, archival processes, metadata standards, and content quality requirements.
• Develop, maintain, and optimize service-facing knowledge articles, job aids, procedural documentation, and knowledge structures using established governance standards, templates, style guides, and best practices.
• Deliver strategic recommendations to stakeholders regarding knowledge governance, content organization, taxonomy, and operational improvements that drive effective and efficient knowledge experiences.
• Independently manage complex Knowledge Management initiatives with multiple deliverables and timeframes, including governance implementations, catalog optimization efforts, content remediation programs, and cross-functional impacts.
• Recommend and initiate knowledge process improvements that increase content quality, reduce duplication, improve findability, and enhance reporting and operational effectiveness.
• Identify opportunities to improve knowledge management processes through analysis, governance assessments, and future-state operating model recommendations.
• Apply comprehensive knowledge management expertise to evaluate the impact of content, process, and product changes across multiple business areas and develop associated readiness and adoption plans.
• Partner with leadership across multiple organizations to drive enterprise Knowledge Management initiatives and implement value-added governance and content solutions.
• Act as a liaison between stakeholders to define, analyze, communicate, and validate knowledge requirements, governance expectations, content standards, and process improvements.
• Partner with Product, Operations, IT, Service, and Enablement teams to coordinate dependencies, establish ownership, and proactively identify and manage risks impacting knowledge quality and governance.
• Evaluate and recommend improvements to taxonomy, metadata, content structures, governance processes, policies, standards, and technologies to maximize knowledge effectiveness and operational efficiency.
• Lead knowledge quality assurance efforts, including content audits, governance reviews, content health assessments, standards compliance, issue tracking, and remediation planning.
• Lead root cause analysis and resolution of complex knowledge management challenges, including content gaps, search/findability issues, governance concerns, and catalog optimization opportunities, while developing business cases and return-on-investment recommendations.
• Analyze content performance, usage trends, search behavior, and stakeholder feedback to identify continuous improvement opportunities and measure the effectiveness of Knowledge Management initiatives.
• Ensure content structures, metadata, and governance practices support AI-powered knowledge experiences, enterprise search capabilities, and future knowledge enablement strategies.
• Other duties as assigned to support the general purpose of the position’s function.
• H.S. Diploma - Required
• Associate's Degree in Writing, Communications, Knowledge Management, Information Management, Business, or related discipline - Preferred
• 5 years of experience in Knowledge Management, content governance, business analysis, process improvement, content operations, or internal communications.
• Leadership experience a plus.
• Knowledge Management - Preferred
• Content Governance - Preferred
• Content Strategy - Preferred
• Information Architecture - Preferred
• Taxonomy & Metadata Management - Preferred
• Business Analysis - Preferred
• Business Process - Preferred
• Project Management - Preferred
• Program Management - Preferred
• Agile Methodology - Preferred
• Workflow Management - Preferred
• Process Improvement - Preferred
• Operations - Preferred
• Data Analysis - Preferred
• Stakeholder Management - Preferred