Product Knowledge Operations Manager

Ungerboeck Systems International • Hendersonville, TN

1d • Remote

About The Position

Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include: ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House. Product teams at Momentus generate context constantly. Customer discovery, release rationale, competitive reads, roadmap decisions. Our documentation function gets it into the hands of Sales, Marketing, Customer Success, and Professional Services with strong process and a high quality bar. The challenge: we are shipping product faster than any traditional documentation workflow scales. The next stage is a system that keeps pace with R&D velocity, not a bigger version of what we already have. We are hiring our first Manager, Product Knowledge Operations to build that system. You will design and own the Product Knowledge Base (PKB): an automated context layer that captures product knowledge from meetings, Jira, Confluence, and internal comms, and routes it to GTM teams at the moment they need it. Target architecture: roughly 60% automated, 20% curated, 20% original. You are stepping into a high-functioning documentation team with real process discipline and quality craft. Your job is not to fix it. Your job is to bring systems-builder thinking that takes it from craft excellence to operational scale, and to prevent shadow documentation from taking root as ship velocity climbs. This is a new function and the first dedicated operations role in our product organization. You report to the VP of Product, partner closely with our Principal Program Manager who owns the cross-functional release and GTM process, and manage one documentation specialist.

Requirements

• AI-native technical writing leader: 4-5 years in a Senior Technical Writer or Manager of Documentation role at a B2B SaaS company that took the AI pivot seriously.
• You have built or are actively building AI-assisted content workflows.
• You think in systems, not artifacts: You treat AI as infrastructure. You understand retrieval, prompt design, and context engineering as a discipline.
• You have opinions on shadow documentation and how to prevent it.
• You have led people, or you are clearly ready: You have managed at least one direct report, or you have led substantial cross-functional work without authority and the next step is obvious.
• You ship and maintain: Operational excellence is the work, not a distraction from it. You do not need a team of five to be effective. You need clear ownership and runway.
• You speak the language: Context engineer, shadow documentation, docs as code, retrieval, AI as infrastructure. These are not buzzwords to you. They are the conversation you are already in.
• You know the toolchain: Atlassian (Jira, Confluence) and Pendo. Bonus for Docusaurus, ReadMe, GitBook, or another docs-as-code platform.

Nice To Haves

• Direct experience integrating LLM-based retrieval (RAG, MCP, or similar) into a documentation or knowledge product.
• Background in B2B SaaS with a complex platform and large install base.
• Active in the technical writing community (Write the Docs, STC).
• Familiarity with venue, event, or hospitality software.

Responsibilities

• Build and Own the Product Knowledge Base: Design the retrieval architecture. Decide what gets automated, curated, or authored. Instrument signal capture from Jira, Confluence, Granola meeting notes, and product comms. Ship the system, then operate it.
• Elevate Documentation Operations: Own release notes, KB articles, help content, and API docs. The quality bar is already high. Raise the systems bar. Manage one documentation specialist.
• Treat Docs as Code: Bring a docs-as-code mindset to everything we publish. Versioning, review, automation, observability. The PKB should be inspectable and improvable like any production system.
• Serve Product Marketing, Program Management and GTM as Your Customer: Sales, Marketing, Customer Success, and Professional Services are your audiences. Run discovery with them the way a PM runs discovery with end users. Build feedback loops that tell you what is converting, what is missing, and what is going stale.
• Maintain the Integration Surface: Keep our existing Claude and MCP connectors healthy. Engineering builds new ones; you maintain. Coordinate with Digital CS on Pendo and Revenue Operations on Salesforce to keep GTM surfaces integrated.

Benefits

• Comprehensive medical, dental, & vision insurance.
• Exceptional 401k Match: Momentus will match 80% of your first 10%
• Unlimited Time Off: Rest and recharge on your terms.
• Remote Work: We value our global team and proudly offer the freedom to work remotely.
• Enjoy two complimentary tickets each year to attend an event at one of our valued customer venues
• Professional Development: We encourage continuous learning through our partnership with LinkedIn Learning

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed