Manager, Product Documentation

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $104.4k - $156.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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CivicPlus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2001

📋 Compliance

🏛️ Government

☁️ SaaS

Compliance • Government • SaaS

CivicPlus is a leading provider of technology solutions for local governments, aimed at transforming the way municipalities operate and engage with their residents. With over 25 years of experience, CivicPlus offers a broad range of software solutions designed to automate processes, digitize services, and enhance civic experiences, all while ensuring compliance and accessibility. Their offerings include municipal websites, mass notification systems, social media archiving, 311 CRM system, and agenda and meeting management, among others. CivicPlus focuses on delivering a modern government experience, providing flexible, scalable, and customizable solutions to meet the complex needs of public sector operations. Their technology is trusted by over 10,000 local governments and is designed to improve communication, streamline workflows, and increase civic participation and satisfaction.

📋 Description

• Own the success, adoption, operational health, and outcomes of the Product Documentation function • Maintain and refine operating models, standards, processes, and success measures • Lead change management as workflows, tools, and operating models mature • Lead and develop a team of four Product Documentation Specialists, including hiring, coaching, performance management, and workload distribution • Review, edit, and write documentation directly to maintain quality and cover gaps • Drive documentation standards, information architecture, templates, style guides, and content governance • Partner with AI Enablement and the Center of Excellence to develop documentation tools and AI-assisted workflows • Identify manual work for automation and roll out AI-assisted authoring, review, and publishing workflows • Own quality standards, review processes, approval procedures, and escalation paths for AI-generated content • Govern customer-facing content platforms, including Document360 and related AI-assisted tooling • Develop documentation strategy supporting Technical Support's case deflection goals • Partner with R&D, Technical Support, Services, Marketing, Product, and Engineering • Track and report content coverage, freshness, and usage to Product Operations leadership • Drive continuous improvement and perform other related duties as assigned

🎯 Requirements

• 5–8+ years of experience in Technical Writing, Content Strategy, Knowledge Management, Product Operations, or a related role supporting SaaS or technology organizations • Bachelor's degree in a relevant field, or equivalent experience, preferred • Experience leading and developing individual contributors • Strong personal writing and editing skill • Experience developing and delivering content standards, style guides, and enablement • Hands-on experience with knowledge management or content platforms and AI-assisted content generation tools, including configuration, governance, and analytics • Strong understanding of AI-assisted content creation and automation • Experience partnering with Product and Engineering teams and familiarity with product release cycles • Experience designing, implementing, and improving workflows across cross-functional organizations • Strong execution discipline and ability to translate priorities into structured plans, milestones, and deliverables • Ability to identify operational gaps, risks, and improvement opportunities and drive initiatives forward • Ability to thrive in ambiguity and balance multiple priorities • Strong analytical and problem-solving skills • Excellent verbal and written communication skills • Ability to influence without authority and build trusted partnerships across cross-functional teams • AI-forward mindset and demonstrated ability to use AI tools to improve productivity and outcomes • Applicants must be authorized to work in the US • CivicPlus is currently unable to provide visa sponsorship for this position

🏖️ Benefits

• Comprehensive health insurance • Dental insurance • Vision insurance • Flexible Time Off • 401(k) plan