Manager, Documentation

Symbotic LLC; Wilmington (MA); On-site; USD 125,000 - 171,600; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K

PTO

Job summary

Symbotic LLC in Wilmington, MA is seeking a highly skilled individual to lead product documentation strategies and improve customer onboarding. This role involves integrating documentation with training curricula, optimizing knowledge portals, and managing a high-performing team of technical writers.

Candidates should have a Bachelor’s degree in a relevant field and 8+ years of experience in technical documentation or content strategy. The position supports a hybrid schedule and offers a competitive compensation package.

Qualifications

• 8+ years in technical documentation, content strategy, or knowledge management.
• 2 years of experience leading a team in technical writing.
• Experienced with structured content models and information architecture.

Responsibilities

• Define and lead product documentation strategies.
• Integrate documentation with training curricula.
• Optimize knowledge portals for improved discoverability.

Skills

Technical writing

Content strategy

Leadership

AI-assisted content workflows

Cross-functional collaboration

Education

Bachelor's degree in relevant field

Advanced degrees or certifications in Knowledge Management

Tools

Component Content Management Systems (CCMS)

Job description

What You’ll Do

• Drive Strategy: Define and lead product documentation strategies aligned with Learning COE goals to improve customer onboarding, adoption, and time-to-competency.
• Unify Enablement: Integrate documentation with training curricula, certifications, and field readiness programs to serve as an embedded performance support layer.
• Customer Knowledge Experience & Self-Service: Optimize portals, partner cross-functionally to improve structure, navigation, and discoverability of customer-facing knowledge portals.
• Enhance Search & AI: Leverage search optimization, usability best practices, and AI-enabled delivery to maximize case deflection for Technical Support.
• Global Scalability: Establish scalable translation and localization workflows aligned with regional requirements and global product releases.
• Maintain Compliance: Build governance frameworks for content lifecycle management, version control, and audit readiness for safety-critical or regulated content.
• Define and monitor KPIs to continuously improve the documentation ecosystem.
• Identify and implement opportunities to leverage AI and automation for reliable, scalable content workflows.
• Lead & Coach: Manage and develop a high-performing team of technical writers and content contributors.
• Elevate Standards: Establish modern operating models, workflows, and standards focused on content reuse and continuous improvement.

What You’ll Need

• Bachelor’s degree in Technical Communication, Engineering, Computer Science, Information Science, Education, or a related field (or equivalent practical experience).
• Advanced degrees or certifications in Knowledge Management an plus.
• Minimum 8 years in technical documentation, content strategy, or knowledge management within complex technical environments.
• 2 years’ experience leading a team, proven track record of managing and developing technical writing teams.
• In-depth, hands‑on experience with the implementation and day‑to‑day management of Component Content Management Systems (CCMS) like Paligo or MadCap Flare, as well as structured content models, information architecture, and taxonomy.
• Familiarity with AI‑assisted content workflows, automation, and global localization programs.
• Strong cross‑functional relationship‑building skills, with the ability to influence without direct authority across Product, Engineering, and Support.

Schedule & Location

Hybrid schedule (minimum 3 days per week in office) based in Wilmington, MA. Up to 10% travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

Benefits & Compensation

Base range: $125,000.00 - $171,600.00 (may vary). Compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits. Employees are responsible for owning a credit card and managing expenses personally to be reimbursed on a bi‑weekly basis.

Equal Opportunity Statement

We are an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.