Product Documentation Lead (AI-Driven)

CivicPlus; United States; On-site; USD 104,000 - 157,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Flexible Time Off

Job summary

CivicPlus is seeking a Manager, Product Documentation to lead a four-person team and mature AI-assisted content models across Product Operations. You will translate product priorities into documentation strategy, partner with R&D, Support, and Services, and directly contribute to content quality and coverage.

This role demands strong editorial judgment and a capacity to operate with ambiguity while driving outcomes.

Qualifications

• 5–8+ years in Technical Writing, Content Strategy, Knowledge Management, Product Operations, or a related SaaS/tech role.
• Bachelor's degree or equivalent experience preferred.
• Demonstrated experience leading and developing individual contributors, including setting clear expectations and accountability.
• Strong personal writing and editing skills with publication-ready output.
• Experience developing content standards, style guides, and enablement to improve quality.
• Hands-on with knowledge management or content platforms and AI-assisted content tools.
• Solid understanding of AI-assisted content creation and when human review is required.
• Proven ability to partner with Product and Engineering teams across release cycles.
• Ability to design and improve cross-functional workflows and processes.
• Self-directed, thrives in ambiguity, and drives initiatives with ownership.

Responsibilities

• Own the ongoing success of the Product Documentation function with adoption and health accountability.
• Refine operating models, standards, processes, and success metrics for workflows across R&D, Tech Support, and Services.
• Lead change management as the function matures, adopting new workflows and tools.
• Develop and manage a team of Product Documentation Specialists, including hiring and coaching.
• Set expectations for content quality, accuracy, and timeliness.
• Review, edit, and write documentation to maintain quality and fill gaps.
• Drive documentation standards, information architecture, templates, and governance across content.
• Partner with AI Enablement to design tools that improve velocity and quality.
• Identify manual workflows for automation and roll out AI-assisted authoring and publishing.
• Maintain governance of customer-facing content platforms like Document360.
• Align documentation priorities with product roadmaps and support strategy.
• Track content coverage and usage, translating insights into leadership updates.
• Drive continuous improvement based on feedback and execution gaps.
• Perform other duties as assigned by leadership.

Skills

Technical Writing

Content Strategy

Knowledge Management

Product Operations

SaaS familiarity

Editorial Writing

AI Tools

Leadership

Cross-functional

Education

Bachelor's degree

Tools

Document360

AI tooling

Analytics tools

Job description

CivicPlus is seeking a Manager, Product Documentation to lead a four-person team and mature AI-assisted content models across Product Operations. You will translate product priorities into documentation strategy, partner with R&D, Support, and Services, and directly contribute to content quality and coverage.

This role demands strong editorial judgment and a capacity to operate with ambiguity while driving outcomes.