Manager, Product Documentation

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Manager, Product Documentation based in the United States.

The Manager, Product Documentation will lead and evolve a product documentation function, ensuring that customer-facing content is accurate, accessible, consistent, and aligned with business priorities. In this hands-on leadership role, you will manage a team of four documentation specialists while shaping content strategy, editorial standards, and operational workflows. You will collaborate with Product, Engineering, Technical Support, Services, and Marketing to ensure documentation supports product releases and customer success. A key focus will be integrating AI-assisted authoring and automation while maintaining strong human oversight and quality controls. You will also use content analytics and customer support insights to prioritize documentation improvements and reduce recurring support cases. This remote opportunity is ideal for a strategic, detail-oriented leader who combines excellent writing skills with team development, process improvement, and a forward-looking approach to AI.

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 impleme…