Lead Product Documentation & Knowledge Ops - Hybrid

CCC Information Services; Chicago (IL); Híbrido; USD 106 000 - 135 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401K Match

Paid time off

Annual Incentive Plan PerformanceBonus

Comprehensive health insurance

Adoption Assistance

Tuition Reimbursement

Wellness Programs

Stock Purchase Plan

Resumo da oferta

CCC Intelligent Solutions Inc. is seeking a Lead, Product Documentation & Knowledge Operations to own the documentation operating model, release notes, and AI-ready product truth.

You will shape standards, governance, and content architecture, partnering with Product Ops and other teams to ensure trusted, reusable information across the organization. You will drive the documentation practice, oversee Confluence and Jira workflows, and guide a small team of writers toward scalable, high-quality

Qualificações

• 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.

Responsabilidades

• 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 repeatable workflows for consistency.
• Define product documentation standards: structure, voice, taxonomy, metadata, templates, versioning, governance, and AI-ready content requirements.
• Own Confluence governance and information architecture; set top-level taxonomy and governance standards for the instance.
• Coordinate workflow integrations with Jira, Confluence, quarterly launch readiness, and stakeholder reviews with Product Operations and leadership.
• Establish Responsible-AI documentation practice: source traceability, input usage approval, hallucination checks, human reviews, and publishing controls.
• Ensure downstream teams (Learning Services, Marketing, Implementation, Support, etc.) reuse a single trusted product source via periodic audits.

Conhecimentos

Release notes writing

Changelogs

Structured content governance

Audience-driven documentation

Mentoring writers

Ferramentas

Jira

Confluence

AI-assisted content workflows

Semantic search

Retrieval-augmented generation

Descrição da oferta de emprego

CCC Intelligent Solutions Inc. is seeking a Lead, Product Documentation & Knowledge Operations to own the documentation operating model, release notes, and AI-ready product truth.

You will shape standards, governance, and content architecture, partnering with Product Ops and other teams to ensure trusted, reusable information across the organization. You will drive the documentation practice, oversee Confluence and Jira workflows, and guide a small team of writers toward scalable, high-quality