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.