Director, Product Documentation & Communications

ComplianceQuest • Florida-USA, FL

5h • Remote

About The Position

The Director of Product Documentation is responsible for the strategy, organization, quality, and delivery of customer-facing product documentation across ComplianceQuest’s software portfolio. This leader will build and execute a modern documentation strategy that helps customers configure, administer, adopt, and use ComplianceQuest solutions. The Director leads the documentation team and partners with Product Management, Engineering, Quality Assurance, UX, Customer Success, Support, Training, and subject-matter experts to ensure documentation is accurate, intuitive, discoverable, scalable, and synchronized with product releases. The role combines documentation leadership, people management, information architecture, content operations, technology strategy, and hands-on product understanding.

ComplianceQuest is a fully remote company with a global team of more than 180 professionals. Candidates located in Florida or the U.S. East Coast may be preferred to support collaboration and business operations.

Requirements

• Bachelor's degree in Technical Communication, English, Communications, Computer Science, Engineering, or a related field, or equivalent practical experience.
• 10+ years of progressive experience in technical writing, product documentation, content strategy, or technical communications.
• 5+ years of people-management or documentation-team leadership experience.
• Significant experience documenting enterprise B2B SaaS/software products.
• Demonstrated experience developing and executing documentation or content strategy across a complex software portfolio.
• Demonstrated experience managing documentation through the complete SDLC and product release lifecycle.
• Strong understanding of information architecture, structured content, content reuse, taxonomy, terminology management, and content governance.
• Ability to translate complex technical and functional concepts into clear customer-facing information.
• Strong knowledge of Agile software development practices.
• Demonstrated ability to lead documentation and process transformation initiatives.
• Excellent written, verbal, organizational, and stakeholder-management skills.
• Experience building and leading a documentation function, information architecture, content operations, and team.

Nice To Haves

• Experience leading documentation for Quality Management, Life Sciences, Medical Device, Pharmaceutical, Manufacturing, EHS, PLM, ERP, CRM, EBR, or other regulated enterprise applications.
• Experience developing software documentation used in regulated or validated environments.
• Experience with Salesforce or Salesforce-based enterprise applications.
• Advanced experience with Confluence and K15t or similar enterprise documentation platforms.
• Experience with structured authoring methodologies such as DITA.
• Experience implementing or migrating documentation platforms, knowledge bases, or online help systems.
• Experience with docs-as-code, Markdown, Git-based workflows, or developer-focused documentation.
• API and integration documentation experience.
• Experience applying GenAI/LLMs to documentation authoring, classification, search, governance, or content optimization.
• Experience implementing documentation analytics and measuring content effectiveness.
• Experience supporting geographically distributed product organizations and documentation teams.
• Experience developing style guides, terminology standards, editorial governance, and content quality frameworks.
• Experience partnering with Training/Learning, Customer Success, Support, and Knowledge Management organizations.
• Familiarity with accessibility standards such as WCAG.

Responsibilities

• Define and own the enterprise product-documentation strategy, roadmap, standards, and operating model.
• Establish a scalable documentation framework across QMS, EHS, PLM, SRM, EBR, and related products.
• Translate product strategy and customer needs into documentation priorities and represent documentation in product planning and release-readiness activities.
• Establish measurable documentation objectives and KPIs for quality, completeness, timeliness, discoverability, adoption, and customer usefulness.
• Lead, develop, mentor, and grow technical writers and documentation professionals; set roles, career paths, performance expectations, editorial standards, and development plans.
• Manage documentation workload and capacity across product areas and releases; recruit and onboard documentation talent as the portfolio grows.
• Build a team culture that combines excellent writing with product expertise and customer advocacy.
• Maintain assigned internal CQ training, comply with internal CQ Quality and Information Security requirements, and complete other assigned tasks or reporting.
• Own information architecture, taxonomy, navigation, metadata, terminology, templates, style standards, and content organization.
• Establish content lifecycle governance for creation, subject-matter-expert review, approval, publishing, maintenance, versioning, and retirement.
• Promote reusable and structured content practices, consistent terminology and user experience, and governance that minimizes duplication and outdated content.
• Oversee delivery and quality of end-user guides, administrator and configuration documentation, online help, knowledge articles, release and patch notes, What's New content, implementation guidance, in-application help and UX text, integration documentation, API/developer documentation where applicable, and troubleshooting and support content.
• Own the documentation technology strategy for authoring, content management, collaboration, review, search, publishing, analytics, and delivery tools.
• Evolve use of Confluence, K15t, structured authoring, and related content platforms.
• Evaluate and implement GenAI/LLM-assisted documentation workflows where they improve productivity, consistency, and customer experience; structure content for human and AI-powered search and answer experiences and establish appropriate AI quality controls.
• Partner with Product Management and Engineering early in the product lifecycle and establish documentation requirements and release-readiness criteria.
• Work with subject-matter experts to validate technical accuracy and partner with UX on terminology, in-product guidance, and content experience.
• Partner with Support, Customer Success, and Training to identify documentation gaps through customer feedback and recurring issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Director