Manager, Product and Training Documentation
About The Position
The Manager, Product & Training Documentation is responsible for managing the documentation team while overseeing the end-to-end documentation lifecycle. This role ensures all knowledge content is derived from the Single Source of Truth (SSOT) using technology to streamline authoring, publishing, and measurement. The Documentation Manager partners with cross-functional teams, including Product, Development, Training, and Customer Success (Implementation and Support), to deliver accurate, scalable, and AI-enhanced documentation that supports internal users and customers.
Requirements
- 3+ years of experience in technical documentation, knowledge management, or content strategy
- 3+ years in a leadership or management role
- Expertise in structured content management and Single Source of Truth principles, including management and creation of customer-facing, self-service documentation
- Proficiency in technical writing, style guides, and content governance
- Excellent communication and collaboration skills across multiple business functions
- Bachelor’s degree in Technical Communication, Information Systems, Computer Science, or related field
- Equivalent combination of education and professional experience may be considered
Nice To Haves
- Familiarity with taxonomy design, metadata tagging, and search optimization
- Experience leveraging AI for documentation processes (drafting, localization, analytics)
- Proven experience implementing and managing documentation systems using Microsoft Dynamics 365 (Customer Service Knowledgebase, Product/feature data entities)
- Strong working knowledge of the Microsoft Power Platform (Power Apps, Power Pages, PowerAutomate)
- Certifications in Microsoft Dynamics 365 and/or Power Platform are highly desirable
Responsibilities
- Leads the documentation team and establish documentation governance, standards, and workflows, ensuring SSOT is developed and maintained for knowledge content
- Oversee content creation, review, publishing, and continuous improvement processes
- Configure and optimize knowledge base for internal and external audiences
- Use technology to author workflows, for secure portal delivery, and to connect product updates to documentation workflows
- Apply AI tools (Microsoft Copilot, Azure OpenAI, etc) for content drafting, localization, and analytics
- Ensure documentation aligns with product releases, compliance standards, and business goals
- Manage version control, content lifecycle, and archival processes to ensure accuracy and compliance
- Track and report KPIs: content usage, support deflection, adoption rates, and customer satisfaction
- Collaborate with Training/Customer Education teams to maximize content reuse and consistency
- Assist with Instructional Design for internal and customer product training
- Mentor, develop, and evaluate documentation specialists
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
