Director, Content Strategy & Architecture

ADP • Tempe, AZ

2d • Hybrid

About The Position

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? In this role, you will… 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).

Requirements

• 10+ years in content strategy, knowledge management, information architecture, or related leadership roles.
• Deep expertise in DITA, component content architecture, taxonomy/metadata, and omnichannel publishing.
• Hands-on experience with IXIASOFT (CCMS) and major publishing endpoints (Salesforce Knowledge / Experience Cloud, SharePoint, ADP Knowledge Search).
• Demonstrated success leading content migrations, large-scale audits, and enterprise governance.
• Strong consulting skills: stakeholder management, executive communication, and the ability to translate business problems into content solutions.
• Familiarity with GenAI/RAG content readiness, retrieval, and evaluation principles.

Nice To Haves

• Experience with search (e.g., Fusion Search) and content analytics.
• Change management certification (e.g., Prosci), and/or KM certifications.
• Global/multinational experience and multilingual content strategy exposure.
• Background in service design, knowledge-centered service (KCS), or customer support optimization.

Responsibilities

• 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, coaching, and career growth.
• Foster a community of practice for content strategy and architecture; mentor content leaders across BUs.
• Partner closely with the Director of Content Management, who executes content creation, deployment, and lifecycle maintenance.
• Co-lead governance forums with platform leaders (Salesforce KM, ADP Knowledge Search) to align content architecture and publishing standards across channels.
• Maintain relationships with key vendors (e.g., IXIASOFT) for roadmap awareness and best-practice adoption.

Benefits

• Deliver at epic scale. Your strategy shapes how thousands of associates and clients access trusted knowledge.
• Be surrounded by curious learners. We challenge the status quo and grow together.
• Act like an owner & doer. You’ll set direction and see your strategy come to life.
• Give back to others. We do the right thing for our clients, our associates, and our communities.
• Join a company committed to equality and equity. We’re building a culture where everyone belongs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees