Lead, Product Documentation and Knowledge Operations

CCC Intelligent Solutions•Chicago, IL

1d•$106,277 - $135,000

About The Position

CCC is building a Product Documentation & Structured Knowledge function to make product information consistent, high-quality, and trustworthy across the organization. The role begins with hands-on ownership of release notes and changelogs and expands to building a structured, AI-ready product source of truth for internal teams, customer-facing teams, and future AI-enabled systems. The Lead will own the function’s operating model, standards, and roadmap. This is a highly hands-on role while the function is small: the Lead will author, organize, and systematize content directly before scaling the function into broader team leadership. The role also establishes Confluence information architecture and governance, connects documentation workflows with Jira and launch readiness, supports responsible AI practices, and ensures downstream teams can reuse trusted product knowledge.

Requirements

Hands-on experience writing release notes, changelogs, and product or technical documentation, with precision and accuracy under deadline.
Experience setting documentation standards and governance and scaling structured-content practices.
Strong audience judgment in tailoring, governing, and reusing product knowledge across product, engineering, and customer-facing teams.
Ability to operate without an established runbook and create the needed structure, decision rights, operating rhythms, and governance.
Fluency in Jira and Confluence, including how product and engineering teams use them to track work and connect it to structured knowledge.
Familiarity with AI-assisted content workflows, semantic search, retrieval-augmented generation, and structured or AI-ready content.
Judgment to use AI to accelerate work without sacrificing accuracy, source validation, human accountability, or compliance.
Ability to recognize when content needs review from Legal, Privacy, Security, or AI Trust.

Nice To Haves

Mentoring or leading writers; this is a plus initially and expected as the function grows.
Familiarity with APIs, SDKs, feature flags, versioning, integrations, or enterprise SaaS architecture.
Experience documenting complex B2B SaaS in insurance, automotive, claims, repair, payments, analytics, workflow, or AI environments.

Responsibilities

Own the documentation operating model end to end, including intake, review, approval, publishing, maintenance, and health metrics.
Author release notes and changelogs hands-on and build a consistent, repeatable workflow for them.
Set product documentation standards for structure, voice, taxonomy, metadata, templates, versioning, source-of-truth governance, and AI-ready content.
Own Confluence’s top-level information architecture, taxonomy, and governance standards, including standards for other functions publishing to Confluence.
Connect documentation workflows to Jira, Confluence, quarterly launch readiness, and required stakeholder reviews in partnership with Product Operations and P&T leadership.
Establish responsible-AI documentation practices, including source traceability, approved input usage, hallucination checks, human review, compliance review paths, and accountable publishing decisions.
Ensure Learning Services, Marketing, Implementation, Markets, Enablement, Support, and Client Success use a trusted source of product information rather than recreating product truth.
Run periodic audits for content freshness, findability, source alignment, and reuse readiness.
As the function scales, hire, onboard, coach, and prioritize technical writers, and manage capacity planning and quality standards.