Product Documentation and Knowledge Operations Manager

Summary

Join Sprout Social's Customer Support team as a Product Documentation & Knowledge Operations Manager and lead the strategy, structure, and execution of internal and external product documentation. This role requires building a unified knowledge system for customer self-service, internal enablement, and AI-assisted support. You will be responsible for creating various documentation, including Help Center articles, internal PKB entries, and release notes. The position involves writing and operationalizing content workflows to ensure timely, accurate, and accessible documentation. This hands-on role combines writing, systems thinking, and cross-functional collaboration to improve customer experience. You will collaborate with various teams to ensure Sprout’s documentation ecosystem is consistent, accurate, and optimized for both customer and internal team needs.

Requirements

• 6+ years of experience in documentation strategy, technical writing, content operations, and/or knowledge management, ideally in a SaaS or tech environment
• Demonstrated ability to design, write, and govern internal and external documentation at scale across content tooling systems (Zendesk Guide, Confluence, Jira, CMS platforms)
• Experience implementing editorial workflows, version control, and documentation performance metrics
• Excellent writing and editing skills with a clear, concise, and customer-friendly tone

Responsibilities

• Own the documentation lifecycle across product release notes, Help Center content, internal knowledge base articles, and in-app support experiences
• Establish content strategy and governance including structure, formatting, style guides, taxonomy, and update cadences for internal and external documentation
• Author and maintain documentation with a hands-on approach, especially in early phases, writing and editing content for clarity, accuracy, and discoverability
• Implement scalable workflows for intake, review, approval, publishing, and maintenance of documentation across teams and systems (e.g., Zendesk, Confluence, Jira)
• Define and track documentation performance metrics including content usage, deflection impact, search effectiveness, and internal engagement
• Ensure AI-readiness of documentation by structuring content to feed bots, search engines, and agentic workflows
• Audit and govern documentation systems to ensure a single source of truth, reduce duplication, and improve consistency across the knowledge ecosystem

Preferred Qualifications

• Experience working with customer-facing teams (Support, Success, Enablement) and translating technical updates into user-friendly content
• Familiarity with AI-driven support systems and how structured content supports bots, search, and automation workflows
• Ability to influence cross-functional stakeholders and implement content governance frameworks aligned to customer and business goals
• Background working with Product and Engineering teams to translate technical updates into user-friendly documentation

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
• Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States