Manager of documentation

The Documentation Manager leads our North America and Australia/New Zealand documentation teams, which together produce all customer-facing documentation across our products. Based in North America and leading a distributed, partly remote team, this role is responsible for the people, tools, and standards behind our help documentation, release notes, articles, knowledge base content, and digital adoption content.

RESPONSIBILITIES AND DUTIES:

1. Foster a team culture oriented toward continuous improvement, quality, and strategic thinking.
2. Ensure utilization of AI in ways that give genuine lift to the team, while guarding against unsustainable ways of working.
3. Manage performance, professional development, wellbeing, and recruitment of the team.
4. Set and maintain documentation and digital adoption content standards across regions and products.
5. Ensure writers have clear ownership, expectations, and development opportunities.
6. Manage team capacity and workload distribution, accounting for leave, transitions, and fluctuating demand.
7. Build and maintain a well-balanced team structure across regions and products.
8. Develop capability and succession plans and manage career progression opportunities.
9. Evaluate and select tools that support consistency, scalability, and efficiency. Drive global tooling synergy.
10. Responsible for maintaining, storing, and delivering internal/external documentation and DAP assets, and evolving them for future consumption needs.
11. Own the quality and consistency of customer-facing documentation across all products, including help documentation, release notes, articles, knowledge base content and digital adoption content.
12. Ensure documentation and digital adoption content provides real value to customers and is easy to understand and consume.
13. Ensure documentation and digital adoption content is delivered in a timely manner to coincide with software releases.
14. Conduct onboarding for team members.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proven experience managing technical writing or documentation teams, including performance management, coaching, and recruitment.
• Experience managing distributed or remote teams across regions and time zones.
• Strong understanding of customer-facing documentation practices, including help content, release notes, and knowledge base content.
• Experience with documentation tooling, including evaluating and consolidating platforms across teams.
• Familiarity with applying AI tools to documentation workflows in a sustainable way.
• Ability to balance competing regional priorities and deadlines.
• Excellent written and verbal communication skills.
• Strong organizational and workload-planning skills.

EDUCATION AND EXPERIENCE:

Bachelor's degree in a related field, or equivalent work experience. 5 years of experience in technical documentation, including 5 years in a people management role.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Normal office environment with use of computers and telephone systems; no unusual physical demands. Travel as needed, including business air travel and car rental.