Senior Product Documentation, Knowledge Systems Manager

Role Overview

• 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 Expert’s 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.

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.

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