Manager, Product Documentation

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

📋 Description

• Take ownership of the success, adoption, operational health, and outcomes of the Product Documentation function.

• Maintain and enhance operating models, standards, processes, and success metrics.

• Spearhead change management as workflows, tools, and operational models evolve.

• Lead and mentor a team of four Product Documentation Specialists, encompassing hiring, coaching, performance management, and workload allocation.

• Review, edit, and produce documentation directly to ensure quality and address gaps.

• Promote documentation standards, information architecture, templates, style guides, and content governance.

• Collaborate with AI Enablement and the Center of Excellence to create documentation tools and AI-assisted workflows.

• Identify manual tasks for automation and implement AI-assisted authoring, review, and publishing workflows.

• Manage quality standards, review processes, approval protocols, and escalation paths for AI-generated content.

• Oversee customer-facing content platforms, such as Document360 and associated AI-assisted tools.

• Formulate a documentation strategy that supports Technical Support's case deflection objectives.

• Collaborate with R&D, Technical Support, Services, Marketing, Product, and Engineering teams.

• Monitor and report on content coverage, freshness, and utilization to Product Operations leadership.

• Foster continuous improvement and undertake other related responsibilities as assigned.

⛳️ Requirements

• 5–8+ years of experience in Technical Writing, Content Strategy, Knowledge Management, Product Operations, or a similar role within SaaS or technology organizations.

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

• Proven experience in leading and developing individual contributors.

• Exceptional personal writing and editing abilities.

• Experience in developing and implementing content standards, style guides, and enablement strategies.

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

• Strong comprehension of AI-assisted content creation and automation processes.

• Experience working alongside Product and Engineering teams, with an understanding of product release cycles.

• Proven ability to design, implement, and enhance workflows across cross-functional organizations.

• Strong execution discipline, capable of translating priorities into structured plans, milestones, and deliverables.

• Ability to identify operational gaps, risks, and areas for improvement, driving initiatives forward.

• Capacity to excel in ambiguous situations and manage multiple priorities effectively.

• Strong analytical and problem-solving abilities.

• Excellent verbal and written communication skills.

• Ability to influence without formal authority and cultivate trusted partnerships across cross-functional teams.

• An AI-forward mindset with a demonstrated ability to leverage AI tools to enhance productivity and outcomes.

• Applicants must have authorization to work in the US.

• CivicPlus is currently unable to offer visa sponsorship for this position.

🏝️ Benefits

• Comprehensive health insurance.

• Dental insurance.

• Vision insurance.

• Flexible Time Off.

• 401(k) plan.