Manager, Support Documentation (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Manager, Support Documentation (SaaS): Leading the strategy and operations of customer-facing documentation systems with an accent on content governance, information architecture, and team leadership. Focus on optimizing CMS workflows, improving self-service performance through analytics, and strengthening AI-enabled support experiences.
Location: Hybrid (Ottawa, ON / Toronto, ON)
Salary: $80,000 – $95,000 CAD
Company
An industry-leading health technology company providing a platform that powers clinical insights and supplement access for practitioners and patients.
What you will do
- Lead and develop a team of technical writers and documentation specialists.
- Own the documentation strategy, governance, and full lifecycle management.
- Administer and optimize the Content Management System, improving information architecture and taxonomy.
- Utilize analytics and SEO insights to increase search success and self-service performance.
- Partner with Product, Engineering, Sales, and Support teams to align content with product evolution.
- Drive continuous improvement in knowledge management and AI-enabled support capabilities.
Requirements
- 3+ years of people management experience leading documentation or content teams.
- Strong expertise in knowledge management and scalable information architecture.
- Hands-on experience managing customer-facing knowledge bases and CMS platforms.
- Proven ability to use analytics and SEO to improve content discoverability.
- Excellent cross-functional collaboration and communication skills.
- Experience operating within a fast-paced SaaS or technology environment.
Nice to have
- Experience with enterprise CMS/CCMS platforms like Intercom, Paligo, Heretto, or Adobe Experience Manager.
- Familiarity with WCAG accessibility standards.
- Experience supporting AI-driven help center capabilities.
Culture & Benefits
- Flexible PTO and competitive base pay.
- RRSP/401k match and stock options.
- Premium benefits package and product discounts.
- Continuous learning opportunities.
- Hybrid and remote work flexibility.
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