Senior Product Documentation & Knowledge Systems Manager
About The Position
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions. Total Expert is seeking a forward-thinking documentation leader to own and evolve our product documentation into a modern, scalable knowledge system. This role goes beyond traditional technical writing, treating documentation as a critical product surface that drives adoption, reduces friction, and scales with our platform. You will partner closely with UX Design, Product Management, Engineering, Customer Support, and Product Marketing to ensure documentation is accurate, timely, discoverable, and tightly aligned to real user workflows. Youâll also leverage AI and automation to dramatically improve documentation velocity, consistency, and maintainability as Total Expert expands across financial services verticals. Your work will directly support thousands of financial service professionals as they adopt complex workflows with confidence and will shape how documentation operates at Total Expert for years to come.
Requirements
- 5+ years of experience in product documentation, technical writing, content design, or knowledge management within SaaS or complex platforms.
- Applied systems thinking to content strategy, emphasizing information architecture, modular content, reuse, and governance rather than isolated page-level solutions.
- Hands-on experience using AI tools to improve documentation quality, speed, and scalability.
- Write clearly and precisely for multiple audiences, from individual loan officers to enterprise admins.
- Comfortable working cross-functionally and influencing outcomes without formal authority.
- Proactively seek feedback, iterate quickly, and adapt documentation based on real user behavior and needs.
- Energized by change and excited to help modernize how documentation supports product adoption and scale.
- See documentation as a strategic lever not a downstream task.
Responsibilities
- Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release.
- Own the strategy, structure, and execution of Total Expertâs documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content.
- Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth.
- Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency).
- Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns.
- Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement.
- Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators).
- Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives.
- Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts.
- Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform.
Benefits
- Medical
- Dental
- Vision
- HSA (Health Savings Account)
- FSA (Flexible Spending Accounts)
- company paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Time-Off (FTO)
- Paid Parental Leave
- 401(k) with employer match
- annual discretionary bonus based on company performance and other factors
- Employee Stock Option Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
