Manager, Documentation

Job Description

What we need

As the Manager of Documentation, you will transform our traditional technical publications into a modern, system-driven customer enablement capability. Sitting within the Field Learning Center of Excellence (COE), you will shift the team from simple content production to a strategic, data-driven operation.

In this role, you will build and govern a structured knowledge layer that deeply integrates with training, technical support, and product delivery, ensuring our documentation is optimized for scalable search, automation, and AI-driven workflows.

What we do

The Field Learning COE is a part of the Human Resource organization which defines and scales the learning ecosystem that powers customer and field enablement. By integrating curriculum architecture, content development, and field feedback loops, it ensures training is aligned, consistent, and directly tied to performance and business impact.

What you'll do

Content Strategy & Customer Enablement

• Drive Strategy: Define and lead product documentation strategies aligned with Learning COE goals to improve customer onboarding, adoption, and time-to-competency.

• Unify Enablement: Integrate documentation with training curricula, certifications, and field readiness programs to serve as an embedded performance support layer.

Customer Knowledge Experience & Self-Service

• Optimize Portals: Partner cross-functionally to improve the structure, navigation, and discoverability of customer-facing knowledge portals.

• Enhance Search & AI: Leverage search optimization, usability best practices, and AI-enabled delivery to maximize case deflection for Technical Support.

Globalization, Governance & Compliance

• Global Scalability: Establish scalable translation and localization workflows aligned with regional requirements and global product releases.

• Maintain Compliance: Build governance frameworks for content lifecycle management, version control, and audit readiness for safety-critical or regulated content.

Content Operations & Performance

• Track Metrics: Define and monitor KPIs (e.g., content usage, search success, case deflection) to continuously improve the documentation ecosystem.

• Innovate with AI: Identify and implement opportunities to leverage AI and automation for reliable, scalable content workflows.

Team Leadership

• Lead & Coach: Manage and develop a high-performing team of technical writers and content contributors.

• Elevate Standards: Establish modern operating models, workflows, and standards focused on content reuse and continuous improvement.

What you'll need

• Bachelor’s degree in Technical Communication, Engineering, Computer Science, Information Science, Education, or a related field (or equivalent practical experience). Advanced degrees or certifications in Knowledge Management a plus.

• Minimum 8 years in technical documentation, content strategy, or knowledge management within complex technical environments. 2 years' experience leading a team

• Proven track record of managing and developing technical writing teams.

• In-depth, hands-on experience with the implementation and day-to-day management of Component Content Management Systems (CCMS) like Paligo or MadCap Flare, as well as structured content models, information architecture, and taxonomy.

• Familiarity with AI-assisted content workflows, automation, and global localization programs.

• Strong cross-functional relationship-building skills, with the ability to influence without direct authority across Product, Engineering, and Support.

• Hybrid schedule (minimum 3 days per week in office) based in Wilmington, MA office

Our Environment

• Up to 10% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

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