Senior Product Documentation & Knowledge Systems Manager

Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. The company is seeking a forward-thinking documentation leader to own and evolve their product documentation into a modern, scalable knowledge system, partnering closely with various teams to ensure documentation is accurate, timely, and aligned with user workflows.

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 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
• Minimal travel required (2-3 times per year)