What You'll Do
Own the ongoing success of the Product Documentation function, with accountability for adoption, operational health, and outcomes.
Maintain and continuously refine the operating model, standards, processes, and success measures so documentation and content workflows consistently meet the needs of R&D, Technical Support, and Services.
Lead change management as the function matures, ensuring new workflows, tools, and operating models are adopted and sustained.
Lead and develop a team of Product Documentation Specialists, including hiring, coaching, performance management, and workload distribution across product areas.
Set clear expectations and hold the team accountable for content quality, accuracy, and timeliness.
Review, edit, and write documentation directly as needed to maintain quality standards, cover coverage gaps, and model the editorial bar for the team.
Drive documentation standards, information architecture, templates, style guides, and content governance across the function, ensuring consistency and quality across all published content and contributors.
Partner with AI Enablement and the Center of Excellence to design and develop tools that improve documentation velocity, consistency, research, editing, and content generation workflows.
Identify manual, low-value work suited for automation and drive a phased rollout of AI-assisted authoring, review, and publishing workflows, refining the approach as tooling and capabilities evolve.
Own the framework and quality standards that govern AI-generated content, including how drafts are reviewed and approved before publication and the escalation paths for gaps or risks the tooling surfaces.
Maintain editorial oversight and quality control over AI-assisted output across the function.
Own governance and standardization of the customer-facing content platforms the function publishes through, including Document360 and related AI-assisted content tooling, ensuring configuration, usage, and reporting reinforce approved content standards.
Own the documentation strategy that supports Technical Support's case deflection goals, partnering with Support to identify the highest-volume case drivers and prioritize the content that closes them.
Escalate recurring case drivers rooted in product defects or usability issues to Product and Engineering rather than compensating for them with documentation.
Partner closely with leaders in R&D, Technical Support, Services, and Marketing to align documentation priorities with product roadmaps and support strategy.
Track and report on content coverage, freshness, and usage across the function, translating findings into recommendations and regular updates to Product Operations leadership.
Drive continuous improvement based on insights, feedback, and observed execution gaps.
Perform other related duties as assigned by leadership.
What We're Looking For
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.
Demonstrated experience leading and developing individual contributors, including setting clear expectations, providing direction, and ensuring accountability for outcomes, whether through formal management or mentoring and project leadership.
Strong personal writing and editing skill, with the ability to produce and review publication-ready content directly, not solely through others.
Experience developing and delivering content standards, style guides, and enablement to improve documentation quality and consistency across contributors.
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, with the judgment to know where human review and quality control are required.
Direct experience partnering with Product and Engineering teams, including familiarity with product release cycles and how documentation fits into the development lifecycle.
Proven success designing, implementing, and improving workflows across cross-functional organizations.
Strong execution discipline, with the ability to translate priorities into structured plans, milestones, and deliverables and ensure consistent follow-through and communication.
Proven ability to identify operational gaps, risks, and improvement opportunities and drive initiatives forward without requiring detailed direction.
Self-directed and able to thrive in ambiguity, operating with ownership and accountability while balancing multiple priorities in a complex, evolving environment.
Strong analytical and problem-solving skills, with the ability to translate insights and observations into actionable process improvements.
Excellent verbal and written communication skills, with the ability to facilitate alignment and drive clarity across technical and non-technical stakeholders.
Demonstrated ability to influence without authority and build trusted partnerships across Product, Engineering, Technical Support, and cross-functional teams.
AI-forward mindset with a demonstrated ability to leverage AI tools to improve productivity, decision-making, and work quality.
Demonstrated ability to effectively use AI tools to enhance productivity and outcomes.
Compensation and Benefits
Estimated Salary Grade Range: $104,400 – $156,600
Anticipated Hiring Range: $120,000 - $135,000
The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.
Our Hiring Process
Introductory call with Talent Acquisition
Interview with the Hiring Manager
Panel Interview with CivicPlus team members
Offer
Note: The process may vary slightly depending on the role.
Additional Information
CivicPlus is currently unable to provide visa sponsorship for this position now or in the future. Applicants must be authorized to work in the US.
We encourage you to apply as soon as possible, as applications will be reviewed on a rolling basis, and once we identify top candidates or receive a large pool of applicants, the posting may close.
At CivicPlus, we embrace AI and automation as tools that help people work smarter, move faster, and focus on higher-value work that strengthens communities. We encourage thoughtful, responsible use of technology to improve efficiency, support innovation, and enhance the employee and customer experience—while keeping human judgment, collaboration, and accountability at the center of what we do.
Equal Opportunity Commitment
CivicPlus is proud to be an Equal Employment Opportunity employer. We celebrate and support diversity for the benefit of our employees, products, clients, and communities. Reasonable accommodations are available during the interview process.
Thank you
We appreciate your interest in CivicPlus and the time you've spent considering this role. We look forward to reviewing your application!
