Sr Lead Product Manager Knowledge Platforms

ADP • Maitland, FL

5h • Hybrid

About The Position

ADP is hiring a Lead Product Manager for Enterprise Knowledge Platforms. This
position can be located in either our NYC, Roseland, NJ or Maitland, FLA office.
This is a hybrid role.

Ready to design what's next?

Are you energized by creating intelligent knowledge experiences that help people
find what they need with speed and confidence? Do you enjoy solving complex
platform challenges, guiding roadmaps, and collaborating with diverse partners
across technology, service, and content organizations? If so, this may be
the role for you.

As the Lead Product Manager for Enterprise Knowledge Platforms, you will own the
Knowledge Search platform and partner with the Director to support Salesforce
Knowledge capabilities. You will also support our organization’s responsibility
to prepare and optimize knowledge for AI assistants and conversational
experiences. Your work will directly shape how associates and clients discover
answers across ADP channels. You’ll work in a matrixed delivery model with
development teams, providing product direction and acceptance criteria while
development owns build and deployment.

This role requires strong product leadership, cross functional collaboration,
and exceptional ability to translate business needs into platform execution. You
will influence platform strategy, engage with stakeholders across the
enterprise, and contribute hands-on to platform delivery in an agile
environment.

Requirements

• Five or more years of experience in product management or platform ownership within complex enterprise environments supporting digital or service-oriented products.
• Experience working with knowledge platforms such as Salesforce Knowledge and familiarity with enterprise search technologies.
• Experience gathering requirements, crafting roadmaps, and managing delivery within an agile development environment.
• Strong communication and presentation skills with the ability to explain technical topics simply and confidently across diverse audiences.
• Ability to collaborate effectively across business, technology, and design teams while influencing decisions without authority.

Nice To Haves

• Experience delivering conversational AI solutions or supporting AI readiness within content ecosystems.
• Experience with metadata modeling, taxonomy design, structured content, or single source publishing.
• Familiarity with contact center technologies, client self-service environments, or knowledge driven user experience design.
• Experience using analytics to drive content or platform strategy decisions.

Responsibilities

• Lead the roadmap, backlog, and performance strategy for the enterprise Knowledge Search platform ensuring fast and reliable findability across use cases.
• Partner with the Director to co-own Salesforce Knowledge including configuration, metadata strategy, article structure, publishing workflows, and support for internal and external channels.
• Support the continued integration of single-source publishing via Ixiasoft, ensuring consistent delivery across all endpoints including self-service portals and AI-enabled experiences.
• Translate business needs, service insights, and user experience goals into user stories, requirements, and acceptance criteria.
• Collaborate daily with developers, UX partners, data analysts, content teams, and platform owners to guide prioritization and ensure clarity of purpose. Participate in agile ceremonies and maintain a transparent product backlog grounded in measurable outcomes.
• Demonstrate the ability to communicate priorities and decisions to cross functional teams as well as senior stakeholders.
• Partner with AI and service technology teams to provide structured, high-quality knowledge to support AI accuracy in alignment with enterprise AI and knowledge strategies and responsible generative experiences.
• Assist with defining knowledge preparation standards for AI consumption including metadata, intents, and publishing rules that enhance reliability.
• Act as an advocate for AI informed knowledge design by staying aware of emerging conversational AI trends and aligning them with platform strategy.
• Build strong relationships with business units, service teams, UX, analytics, and governance partners to gather insights and connect platform decisions to user needs.
• Serve as a point of contact for inquiries related to Knowledge Search, Salesforce Knowledge, and publishing ecosystems.
• Influence product direction by listening deeply, asking the right questions, and understanding what stakeholders are truly trying to solve.
• Monitor industry developments in knowledge experiences, enterprise search, digital service technology, and AI assisted support.
• Analyze internal feedback, competitive landscape, and usage data to recommend meaningful improvements to the knowledge ecosystem.
• Bring forward new ideas that help ADP stay ahead of evolving client and associate expectations.
• Define and track key performance indicators for search effectiveness, knowledge findability, article adoption, and platform usage.
• Use data to inform feature prioritization and identify opportunities for simplification, speed, and quality improvements.
• Champion platform readiness for major releases, enhancements, and cross functional rollouts.

Benefits

• You will collaborate with smart, curious, and supportive colleagues who share a passion for creating exceptional knowledge experiences.
• You will influence platforms used by large populations of associates and clients across ADP.
• You will be encouraged to bring bold thinking, apply creativity, and help shape the future of knowledge and AI enabled support.
• You will grow your product leadership skills in a culture that values learning, impact, and shared success. This role offers a growth path into broader platform or portfolio leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed