Manager, Information Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a geographically diverse team of technical writers and information specialists.

• Establish priorities and steer the delivery of technical documentation, developer and API content, in-product help, UI content, tutorials, videos, walkthroughs, and other related information experiences.

• Collaborate with Product, Engineering, Design, Learning, and subject-matter experts to strategize content based on user needs, product objectives, customer adoption, and measurable results.

• Advocate for persona- and task-oriented information experiences catering to both business and technical audiences.

• Direct the transformation of content into reliable, structured, reusable, and AI-ready knowledge through effective information architecture, content models, metadata, taxonomies, governance, and content reuse strategies.

• Encourage the responsible and practical application of AI in content planning, creation, review, evaluation, and maintenance processes.

• Leverage analytics, insights from search and assistants, user feedback, and research to assess effectiveness, enhance findability and retrieval, and prioritize improvements.

• Optimize authoring, review, publishing, and maintenance workflows.

• Spearhead cross-functional projects, manage competing priorities, and remain actively involved as necessary.

• Develop relationships across Product, Engineering, Design, Learning, and subject-matter teams within the first six months.

• Comprehend key user personas and evaluate existing content, workflows, and measurement processes.

• Set priorities and define metrics for findability, content quality, reuse, user satisfaction, search and assistant efficiency, and delivery efficacy.

• Assist customers and developers in adopting Guidewire’s cloud, data, and AI capabilities, supporting product growth and customer success, while influencing how reliable knowledge is created and utilized throughout the organization.

⛳️ Requirements

• A minimum of seven years of experience in technical writing, information development, content design, or content strategy for enterprise software or SaaS.

• At least three years of experience in team management.

• Strong leadership skills, including coaching, providing feedback, and developing teams.

• Ability to critically analyze user journeys and design cohesive information experiences across various formats and channels.

• Experience with information architecture, structured or modular content, content strategy, metadata, reuse, taxonomy, or governance practices.

• Strong technical aptitude, with the ability to quickly learn cloud platforms, APIs, developer workflows, and software technologies.

• Experience utilizing analytics, user feedback, research, search data, or other evidence to enhance content and user outcomes.

• Familiarity with generative AI concepts such as prompting, retrieval, grounding, evaluation, and human oversight.

• Proven capability to embrace AI and apply it effectively within the role, using data-driven insights to foster innovation, productivity, and ongoing improvement.

• Ability to prioritize tasks, lead change, navigate uncertainty, and work effectively within distributed, cross-functional teams.

• Exceptional communication, leadership, project management, and organizational skills.

• A Bachelor’s degree in a technical, communications, or related field is preferred, or equivalent practical experience.

• Experience in developer documentation for data and analytics solutions is preferred.

• Familiarity with supporting search, conversational assistants, retrieval-augmented generation systems, or other AI-enabled information experiences is preferred.

• Proficiency with DITA, Markdown, Git or GitHub, OpenAPI or Swagger, static site generators, docs-as-code, and continuous integration and delivery workflows is preferred.

• Knowledge of automated quality checks, taxonomies, and large structured content sets is preferred.

• Experience with UX writing, accessibility, localization, video, diagrams, or interactive walkthroughs is preferred.

🏝️ Benefits

• Flexible work environment.

• Health and wellness benefits.

• Paid time off programs, including volunteer time off.

• Market-competitive pay and incentive programs.

• Ongoing development and internal career advancement opportunities.

• Health, dental, and vision insurance.

• Company-sponsored retirement plan.

• Some roles may qualify for an annual company bonus plan, commissions, and/or long-term incentive awards.