Lead, Product Documentation and Knowledge Operations

CCC Information Services; Chicago Heights (IL); On-site; USD 106,000 - 135,000; Full time

Job summary

CCC Intelligent Solutions Inc. (CCC) is building a Product Documentation & Knowledge Operations function to create a trusted source of product truth.

The Lead will own the operating model, standards, and roadmap for this capability and begin hands-on with release notes and changelogs. You will author, organize, and systematize content before scaling the function into broader team leadership, partnering with Product, Engineering, and customer-facing teams to ensure consistency and AI-ready

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.
• Strong audience judgment: tailoring product knowledge across product, engineering, and customer-facing teams.
• Fluency in Jira and Confluence, including how product and engineering teams use them.

Responsibilities

• Own the documentation operating model end to end: intake, review, approval, publishing, maintenance, and health metrics.
• Lead release notes and changelogs hands-on from day one and build the workflow that makes them consistent and repeatable.
• Set product documentation standards, structure, voice, taxonomy, metadata, templates, versioning, and governance.
• Own Confluence governance and top-level information architecture and governance standards.
• Coordinate with Product Operations and P&T leadership; ensure alignment with Jira/Confluence workflows and quarterly launches.
• Establish AI-ready content requirements; ensure source traceability, review paths, and compliance.
• Drive downstream trust and reuse across teams; run periodic audits for freshness and findability.

Skills

Hands-on writing

Documentation governance

Audience judgment

Tools

Jira

Confluence

APIs

SDKs

Feature flags

Versioning

Integrations

Job description

Salary range is: $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.

About CCC's Commitment to Employees

CCC Intelligent Solutions understands that our employees play an integral role in our vision to shape a world where life just works. Our team is defined by our values of Integrity, Customer-Focus, Innovation, Inclusion & Diversity, Tenacity, and Connection. Through diverse perspectives, purposeful innovation, and the strength of connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most. At CCC, together everyone can thrive as we innovate and collaborate, creating employee experiences that just work. We are committed to providing opportunities for our people to make real-life impacts, advance in their careers, and contribute to CCC’s success.

CCC offers competitive compensation and benefits to support you and your families, including:

• 401K Match
• Paid time off
• Annual Incentive Plan
• Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups