Head of Product Documentation & Knowledge Ops

CCC Intelligent Solutions Inc.; Chicago (IL); On-site; USD 106,000 - 135,000; Full time

Benefits offered by this job

401K Match

Paid time off

Annual Incentive Plan

Performance Bonus

Comprehensive health insurance

Tuition Reimbursement

Wellness Programs

Stock Purchase Plan options

Employee Resource Groups

Job summary

CCC Intelligent Solutions Inc. is building a Product Documentation & Knowledge Operations function in Chicago to own release notes and create a structured, AI-ready product source of truth for internal and customer-facing use.

You will author, organize, and systematize content before scaling the team and function. The role requires hands-on writing of release notes, setting governance standards, and ensuring content is accurate, traceable, and reusable across product, engineering, and

Qualifications

• Hands-on experience writing release notes, changelogs, and product or technical documentation - precise, economical, and accurate under deadline.
• Experience setting documentation standards and governance and scaling structured-content practices; mentoring or leading writers is a plus at this stage and expected as the function grows.
• Strong audience judgment: how product knowledge should be tailored, governed, and reused across product, engineering, and customer-facing teams.
• Comfort operating without a runbook - you create the structure, decision rights, operating rhythms, and governance the function needs.
• Fluency in Jira and Confluence, including how product and engineering teams use them to track work and connect it to structured knowledge.
• Familiarity with AI-assisted content workflows, semantic search, retrieval-augmented generation, and structured/AI-ready content - plus the judgment to use AI to accelerate the work without sacrificing accuracy, source validation, human accountability, or compliance.
• Ability to recognize when content needs review from Legal, Privacy, Security, or AI Trust.

Responsibilities

• The documentation operating model - end to end: intake, review, approval, publishing, maintenance, and health metrics.
• Own release notes and changelogs hands-on from day one and build the workflow that makes them consistent and repeatable.
• Product documentation standards - structure, voice, taxonomy, metadata, templates, versioning, source-of-truth governance, and AI-ready content requirements.
• Confluence governance and content architecture - you own the top-level information architecture, taxonomy, and governance standard for the instance.
• Workflow integration - connect documentation to Jira, Confluence, quarterly launch readiness, and required stakeholder reviews, in partnership with Product Operations and P&T leadership.
• Responsible-AI documentation practice - source traceability, approved input usage, hallucination checks, human review, compliance review paths, and accountable publishing decisions.
• Downstream trust and reuse - ensure Learning Services, Marketing, Implementation, Markets, Enablement, Support, and Client Success consume one trusted source rather than rebuilding product truth.
• Run periodic audits for freshness, findability, source alignment, and reuse readiness.
• The team, as the function scales — hiring, onboarding, coaching, prioritization, capacity planning, and quality standards for technical writers.

Skills

Release notes

Governance

Jira

Confluence

AI-ready content

Content taxonomy

Leadership

Tools

Jira

Confluence

Job description

CCC Intelligent Solutions Inc. is building a Product Documentation & Knowledge Operations function in Chicago to own release notes and create a structured, AI-ready product source of truth for internal and customer-facing use.

You will author, organize, and systematize content before scaling the team and function. The role requires hands-on writing of release notes, setting governance standards, and ensuring content is accurate, traceable, and reusable across product, engineering, and