Manager, Product Documentation

Accountabilities

• Own the overall performance, maturity, adoption, and business impact of the product documentation function.

• Develop and continuously improve operating models, workflows, standards, processes, and success metrics to meet the needs of Product Development, Technical Support, and Services.

• Lead and develop a team of four Product Documentation Specialists, including hiring, coaching, performance management, and workload allocation across product areas.

• Establish clear expectations and ensure accountability for content accuracy, quality, consistency, and timely delivery.

• Write, review, and edit documentation directly when needed to address content gaps, uphold editorial standards, and provide practical guidance to the team.

• Define and maintain documentation standards, information architecture, templates, style guides, and governance practices across all published content.

• Lead change management initiatives to ensure new tools, workflows, and operating models are adopted and sustained.

• Partner with AI enablement teams and centers of excellence to develop tools that improve content research, drafting, editing, consistency, and publishing efficiency.

• Identify repetitive or low-value manual activities suitable for automation and implement AI-assisted authoring, review, and publishing workflows in phases.

• Establish quality standards and governance for AI-generated content, including human review and approval requirements and escalation procedures for potential risks or content gaps.

• Maintain editorial oversight of AI-assisted content to ensure published materials meet established quality and accuracy standards.

• Govern customer-facing documentation platforms, including Document360 and related AI-assisted content tools, ensuring appropriate configuration, consistent usage, and effective reporting.

• Develop documentation strategies that support Technical Support case deflection by identifying frequent customer issues and prioritizing content that addresses their root causes.

• Escalate recurring support issues caused by product defects or usability challenges to Product and Engineering teams rather than relying solely on documentation updates.

• Collaborate with Product, Engineering, Technical Support, Services, and Marketing leaders to align documentation priorities with product roadmaps and support strategies.

• Monitor content coverage, freshness, and usage, translating performance data into actionable recommendations and regular updates for Product Operations leadership.

• Drive continuous improvement by identifying execution gaps, evaluating feedback, and implementing process enhancements.

Requirements:

• 5–8+ years of relevant experience in technical writing, content strategy, knowledge management, product operations, or a related field within SaaS or technology organizations.

• Bachelor's degree in a relevant discipline preferred, or equivalent practical experience.

• Demonstrated ability to lead, mentor, and develop individual contributors, including setting expectations, providing direction, and ensuring accountability for results.

• Strong hands-on writing and editing skills, with the ability to create and review publication-ready content independently.

• Experience developing and implementing content standards, style guides, templates, and training or enablement programs that improve documentation quality and consistency.

• Practical experience with knowledge management or content platforms and AI-assisted content generation tools, including configuration, governance, and analytics.

• Strong understanding of AI-assisted content creation and automation, including sound judgment about when human review, verification, and quality control are necessary.

• Experience working directly with Product and Engineering teams and understanding product release cycles and the role of documentation in the software development lifecycle.

• Proven ability to design, implement, and optimize workflows across cross-functional teams.

• Strong project execution skills, including translating business priorities into structured plans, milestones, deliverables, and clear communication.

• Ability to independently identify operational gaps, risks, and improvement opportunities and drive initiatives forward without requiring detailed direction.

• Comfortable working in ambiguous, evolving environments while maintaining ownership, accountability, and effective prioritization.

• Strong analytical and problem-solving skills, with the ability to turn data, feedback, and observations into actionable improvements.

• Excellent written and verbal communication skills, including the ability to build alignment with both technical and non-technical stakeholders.

• Demonstrated ability to influence without direct authority and establish trusted relationships across Product, Engineering, Technical Support, and other functions.

• An AI-forward mindset, with demonstrated ability to use AI tools responsibly to improve productivity, decision-making, content quality, and business outcomes.

• Work authorization: Applicants must be authorized to work in the United States. Visa sponsorship is not available now or in the future.

Benefits:

• Estimated salary grade range: $104,400–$156,600 annually.

• Anticipated hiring range: $120,000–$135,000 annually, based on a 40-hour work week.

• Compensation considerations: The final offer will reflect relevant skills, qualifications, experience, and other applicable factors.

• Health insurance: Comprehensive medical coverage.

• Dental and vision insurance: Benefits to support dental and vision care.

• Flexible Time Off: Flexibility to manage personal needs and time away from work.

• Retirement savings: Access to a 401(k) plan.

• Remote work: The position is remote within the United States.

• Leadership opportunities: Manage and develop a team of documentation specialists while shaping the function's strategy and operational maturity.

• AI and automation innovation: Opportunity to improve documentation workflows and content quality through responsible use of AI-assisted tools.

• Inclusive work environment: Commitment to diversity, equal employment opportunity, and reasonable accommodations during the interview process.