Technical Documentation and Enablement Manager

Summary

Join Hightouch, a leading Composable CDP company, as a Documentation and Enablement Manager. Partner with cross-functional teams to define strategies and provide regular updates on documentation and enablement initiatives. Develop and execute a comprehensive strategy for internal and external knowledge bases, managing expectations and proactively identifying risks. Advocate for user personas, ensuring high-quality, user-centric documentation across multiple products and customer segments. Continuously improve knowledge management processes and promote a culture of knowledge sharing. This role requires strong collaboration skills and meticulous attention to detail.

Requirements

• Demonstrated ability to understand and take ownership of user pain points, treating them as your own
• 5+ years of experience in technical writing, content strategy, developer education, or related fields
• A strong portfolio showcasing written content, including product documentation and API materials
• Proven experience with information architecture, curriculum development, and CMS/LMS tools
• Success in collaborating cross-functionally with remote and hybrid teams
• Meticulous attention to detail and accuracy in documentation management and processes
• Exceptional organizational and time management skills to balance multiple priorities effectively
• Thrive in a fast-paced environment while maintaining a strong focus on customer satisfaction

Responsibilities

• Partner with Customer Success, Product, and other cross-functional teams to set priorities, define strategy, and provide regular updates on documentation and enablement initiatives
• Develop and execute a comprehensive strategy for both internal and external knowledge bases
• Manage expectations by defining clear schedules, deliverables, and milestones while proactively identifying risks and communicating adjustments to stakeholders
• Advocate for user personas by understanding their needs and ensuring documentation and enablement resources deliver a high-quality, user-centric experience
• Ensure documentation accuracy, relevance, and accessibility across multiple products and customer segments
• Facilitate feedback loops and streamline review, approval, and distribution processes for content
• Continuously improve knowledge management processes, tools, and practices to align with company standards, industry best practices, and regulatory requirements
• Promote a culture of knowledge sharing through training and support programs

Preferred Qualifications

Bachelor’s degree in a relevant field (e.g., Education, English, Technical Writing, or Computer Science)

Benefits

Remote-friendly