Manager, Documentation

Exol•Wilmington, MA

6d•$125,000 - $171,600•Hybrid

About The Position

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.

Requirements

Bachelor’s degree in Technical Communication, Engineering, Computer Science, Information Science, Education, or a related field (or equivalent practical experience).
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.
Valid driver’s license and the ability to drive and/or fly to client and other customer locations.
Responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

Nice To Haves

Advanced degrees or certifications in Knowledge Management a plus.

Responsibilities

Define and lead product documentation strategies aligned with Learning COE goals to improve customer onboarding, adoption, and time-to-competency.
Integrate documentation with training curricula, certifications, and field readiness programs to serve as an embedded performance support layer.
Partner cross-functionally to improve the structure, navigation, and discoverability of customer-facing knowledge portals.
Leverage search optimization, usability best practices, and AI-enabled delivery to maximize case deflection for Technical Support.
Establish scalable translation and localization workflows aligned with regional requirements and global product releases.
Build governance frameworks for content lifecycle management, version control, and audit readiness for safety-critical or regulated content.
Define and monitor KPIs (e.g., content usage, search success, case deflection) to continuously improve the documentation ecosystem.
Identify and implement opportunities to leverage AI and automation for reliable, scalable content workflows.
Manage and develop a high-performing team of technical writers and content contributors.
Establish modern operating models, workflows, and standards focused on content reuse and continuous improvement.