Senior Manager Product Learning & Documentation

Kyriba•New York, NY

About The Position

Kyriba is a global fintech leader empowering CFOs and finance teams with cloud-based treasury, payments, and risk management solutions. We serve 3,000+ customers worldwide, managing $15 trillion in payments annually and helping businesses optimize liquidity performance across the enterprise. We're on a mission to become the most sought-after cloud technology company globally. We think big, innovate relentlessly, and challenge the status quo every day. If you are a problem-solver who’s ready to push boundaries and achieve more than you thought possible-you'll find an exceptional career within an extraordinary business. The Director of Product Learning & Documentation leads the team responsible for creating world-class product documentation, training content, and self-service enablement that helps customers and internal teams quickly master Kyriba's products. You will build comprehensive knowledge bases, training programs, and in-app guidance that reduce support burden, accelerate time-to-value, and drive product adoption. This is a strategic content and enablement role focused on making complex financial products accessible and easy to use. You will partner with Product Management, Customer Success, Support, and Sales to ensure everyone has the knowledge they need to succeed.

Requirements

10-12 years in technical writing, content strategy, or learning & development
5+ years leading documentation or training teams
Deep experience creating product documentation for B2B SaaS or enterprise software
Experience with knowledge management systems and help centers
Exceptional writing skills (clear, concise, accurate)
Ability to simplify complex concepts
Understanding of information architecture
Experience with technical writing tools (MadCap Flare, Confluence, ReadMe, GitBook)
Strategic thinking about content needs and priorities
Data-driven approach to content optimization
Understanding of user experience and self-service design
SEO and content discoverability best practices
Instructional design methodologies (ADDIE, SAM)
E-learning development tools (Articulate, Captivate)
Curriculum design and learning path development
Assessment and certification program design
Video production (scripting, recording, editing)
Screen recording and tutorial creation
Visual design for documentation (diagrams, screenshots)
Tools: Camtasia, SnagIt, Loom, Premiere, After Effects
Ability to quickly learn complex products
Understanding of software development and Agile
Build and manage high-performing content teams
Partner effectively with Product Management, Engineering, CS, Support
Influence content strategy across organization
Manage multiple priorities and deadlines

Nice To Haves

Background in financial services, FinTech, or treasury/payments strongly preferred
Ideal backgrounds: Head of Documentation or Knowledge Management at B2B SaaS company Technical writing manager in enterprise software Learning & Development leader in FinTech Product Manager who moved into content/enablement
Technical aptitude to document APIs and integrations
Domain knowledge in treasury, payments, or finance (preferred)

Responsibilities

Product Documentation Strategy & Creation (40%)
Build comprehensive documentation
Create and maintain product documentation across all Kyriba products
User guides and how-to articles
Feature documentation and release notes
API documentation and developer guides
Best practices and configuration guides
Troubleshooting and FAQs
Ensure documentation is clear, accurate, and up-to-date
Design documentation architecture for easy navigation and searchability
Optimize for SEO and self-service discoverability
Knowledge base management
Own Kyriba's knowledge base and help center
Organize content for easy customer self-service
Track content performance (views, helpfulness, deflection rate)
Continuously improve content based on usage analytics and feedback
Implement knowledge management best practices
Release documentation
Partner with Product Managers on release documentation
Create release notes for every product release
Document new features, enhancements, and bug fixes
Coordinate "What's New" communications
Technical writing standards
Establish documentation standards and style guide
Train product team on documentation best practices
Ensure consistent voice, tone, and quality across all content
Implement peer review process for content quality
Video & Multimedia Content (20%)
Create engaging video content
Produce product how-to walkthrough videos and tutorial to be consumed from inside the software
Build video library for self-service learning
Design video content for different formats (short tips vs. deep dives)
Multimedia strategy
Use screenshots, diagrams, GIFs, and interactive content
Explore innovative formats (interactive demos, simulations)
Optimize video content for different channels (help center, YouTube, in-app)
Content production management
Manage video production workflow (scripting, recording, editing, publishing)
Maintain video quality standards
Ensure accessibility (captions, transcripts)
In-App Guidance & Tooltips (10%)
Embed guidance in product
Create in-app guidance and tooltips using WalkMe or similar tools
Design contextual help that appears when users need it
Build guided tours for new features and onboarding
Create in-app messaging for announcements and tips
User onboarding
Design onboarding experiences that accelerate time-to-value
Build checklists and progress tracking
Create first-run experiences for new users
Content Strategy & Performance (5%)
Measure content effectiveness
Track documentation and training metrics: Content usage (page views, video views) Content helpfulness ratings Support ticket deflection rate Time-to-resolution improvement Certification completion rates
Use analytics to identify content gaps and improvement opportunities
A/B test content to optimize effectiveness
Content operations
Manage content lifecycle (creation, review, update, archive)
Ensure documentation stays current with product changes
Build scalable content production processes
Manage translation and localization (if applicable)
Team Structure & Leadership
Direct Reports (4-5 people)
Senior Technical Writer (1)
Lead writer for complex product areas (Platform, APIs, Payments)
Mentor junior writers
Own documentation architecture and standards
Partner with Product Managers on release documentation
Technical Writers (2-3)
Create product documentation and user guides
Write release notes and feature documentation
Update and maintain knowledge base content
Support Product Managers with documentation needs
Video/Content Specialist (1)
Produce video tutorials and walkthroughs
Create multimedia content (diagrams, screenshots, GIFs)
Manage video production workflow
Optimize content for different channels