Program Manager, Knowledge Documentation & Accessibility

Abridge

1d•Hybrid

About The Position

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for a highly motivated Program Manager to join our rapidly growing team and play a pivotal role in scaling our customer support team. This role offers the unique opportunity to both build and lead processes, while ensuring top-notch service delivery and fostering a customer-centric culture. We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll be documenting product and department user guides, SOPs, FAQs and troubleshooting guides for both our support team and end-users. You’ll work collaboratively with the Support, Product, Engineering and Partner Experiences leaders to craft meaningful Knowledge Base articles. Additionally, you’ll be ensuring the maintenance of knowledge is consistently current, and meet tight deadlines on new feature and process releases.

Requirements

5+ years of experience in technical writing for complex software products.
Experience that demonstrates proficiency in producing highly effective Knowledge Base content to both internal and external audiences
Excellent written and verbal communication skills, with exceptional attention to details.
Extreme organization
Results-driven attitude, with the ability to thrive in a fast-paced, results-driven environment with frequent changes and tight timelines.
The ability to detect gaps in knowledge and pursue the smallest details to make documentation accurate
Proven ability to synthesize highly technical or abstract information into clear, usable documentation.
Experience collaborating with cross-functional teams, including engineering, product, marketing, and clinical.

Nice To Haves

Familiarity with medical and clinical terminology, especially in the context of EHR workflows, documentation, or coding.
Experience in the healthcare, health tech, or life sciences space.
Familiarity with AI/ML concepts and the ability to explain AI-powered product features to a nontechnical audience.
Background in defining documentation formats or setting up documentation infrastructure.

Responsibilities

Own the creation, maintenance and governance of both internal and external-facing Knowledge Base content: Produce content such as user guides, troubleshooting steps, Feature Guides, SOPs and FAQs
Collaborate with subject matter experts: Work closely with engineers, developers, product managers, and other technical staff to gather information and ensure accuracy.
Develop and standardize content: Create and maintain documentation templates, adhere to and update style guides, and ensure consistency across internal and external information.
Analyze and address audience needs: Determine the information needs of different users—from beginners to experts—and adapt content to ensure maximum clarity and usefulness.
Collaborate to Integrate chatbots effectively with our CRM (Zendesk)
Analyze user feedback and chatbot performance data to identify areas for improvement.
Manage documentation for new feature launches: Partner closely with Product, Product Marketing, Product Design, Engineering, Clinical, and Implementation teams to gather information on upcoming features and changes.Oversee documentation and manage deadlines to ensure documentation is ready in a timely manner
Gather feedback from internal teams and customer-facing stakeholders to continuously improve documentation strategy and usability.

Benefits

Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
Paid Parental Leave: Generous paid parental leave for all full-time employees.
Family Forming Benefits: Resources and financial support to help you build your family.
401(k) Matching: Contribution matching to help invest in your future.
Personal Device Allowance: Tax free funds for personal device usage.
Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
Compensation and Equity: Competitive compensation and equity grants for full time employees.