Lead, Product Documentation and Knowledge Operations

cccis; Chicago (IL); On-site; USD 106,000 - 135,000; Full time

Job summary

CCC Intelligent Solutions Inc. (CCC) is building a Product Documentation & Structured Knowledge function to standardize product information across the organization and AI-ready systems. The Lead will own the operating model, standards, and roadmap, combining hands-on writing of release notes and changelogs with eventual team leadership.

You will collaborate with Product Operations, Engineering, and customer-facing teams to ensure a single trusted source of truth and scalable content governance.

Qualifications

• Hands-on experience writing release notes, changelogs, and product or technical documentation.
• Experience setting documentation standards and governance and scaling structured-content practices; mentoring or leading writers is a plus.
• Strong audience judgment: tailoring, governing, and reusing product knowledge across teams.
• Ability to operate without a runbook and create structure, decision rights, and governance.
• Fluency in Jira and Confluence and how teams use them to track work and connect to knowledge.
• Familiarity with AI-assisted content workflows, semantic search, and structured/AI-ready content.
• Ability to recognize when content needs Legal, Privacy, Security, or AI Trust review.

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 for consistency and repeatability.
• Define product documentation standards - structure, voice, metadata, templates, versioning, governance.
• Confluence governance and content architecture - top-level information architecture and governance standards.
• Workflow integration - connect documentation to Jira, Confluence, launch readiness, and stakeholder reviews.
• Responsible-AI documentation practice - source traceability, input usage, and compliance publishing decisions.
• Scale the team through hiring, onboarding, coaching, and quality standards for writers.

Skills

Release notes writing

Documentation standards

Governance

Jira

Confluence

AI-assisted content workflows

Structured content

Leadership

Tools

Jira

Confluence

Job description

Salary range: $106,277.25 - $135,000.00. This position is bonus and/or commission eligible.

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we're making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We're pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com .

The Role

CCC is building a Product Documentation & Structured Knowledge function to bring consistency, quality, and trust to how product information is created, maintained, and used across the organization. This role will begin with hands-on ownership of release notes and changelogs and expand into building the structured, AI-ready product source of truth that internal teams, customer-facing teams, and future AI-enabled systems can rely on instead of recreating their own versions of product truth.

The Lead, Product Documentation & Knowledge Operations will own the operating model, standards, and roadmap for this function. This is a highly hands-on role while the function is small: you will author, organize, and systematize content directly before scaling the function into broader team leadership.

Key Responsibilities

• The documentation operating model - end to end: intake, review, approval, publishing, maintenance, and health metrics. You 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. Product documentation is your primary domain; other functions publishing to Confluence (including Product Comms) conform to the standard you set.
• 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.

Requirements

• 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.

Nice to have: familiarity with APIs, SDKs, feature flags, versioning, integrations, or enterprise SaaS architecture; experience documenting complex B2B SaaS in insurance, automotive, claims, repair, payments, analytics, workflow, or AI environments.

Interview Policy & Privacy Notice

A video interview is required for this position. Video interviews are transcribed. Transcriptions are retained and may be reviewed by CCC and our recruiters. Candidates are not permitted to use generative AI or automated assistance during the interviews unless explicitly allowed by the interview team for a specific exercise. Our Job Applicant Privacy Notice is available HERE .

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