This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Publications Manager based in the United States.
This role sits at the intersection of product, engineering, and customer experience, shaping how complex software is understood and adopted at scale. You will lead the strategy, structure, and execution of technical documentation for a sophisticated SaaS lending platform used by enterprise customers. The position blends hands-on writing with team leadership, requiring both deep technical communication skills and the ability to mentor and grow a writing organization. You will define documentation standards, taxonomy, and publishing workflows while ensuring clarity and consistency across a broad product suite. Working closely with cross-functional stakeholders, you will align documentation with product releases and customer needs. This is a high-impact role where your work directly improves usability, adoption, and support efficiency across the customer lifecycle.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Publications Manager based in the United States.
This role sits at the intersection of product, engineering, and customer experience, shaping how complex software is understood and adopted at scale. You will lead the strategy, structure, and execution of technical documentation for a sophisticated SaaS lending platform used by enterprise customers. The position blends hands-on writing with team leadership, requiring both deep technical communication skills and the ability to mentor and grow a writing organization. You will define documentation standards, taxonomy, and publishing workflows while ensuring clarity and consistency across a broad product suite. Working closely with cross-functional stakeholders, you will align documentation with product releases and customer needs. This is a high-impact role where your work directly improves usability, adoption, and support efficiency across the customer lifecycle.
Accountabilities:
- Lead the development and execution of the technical documentation strategy across a complex SaaS product suite.
- Manage, mentor, and develop a team of technical writers, including hiring, coaching, workload planning, and performance management.
- Contribute directly to high-complexity documentation, including administrator and user guides, while setting quality standards through example.
- Design and maintain documentation structure, taxonomy, and information architecture to ensure clarity, consistency, and discoverability.
- Implement and manage authoring tools, templates, publishing workflows, and documentation infrastructure (e.g., MadCap Flare, Paligo, or equivalent).
- Define and enforce documentation standards, including style guides, review processes, and quality assurance gates.
- Partner with Product and Engineering to align documentation scope, requirements, and release schedules.
- Collaborate with Support and Customer Success teams to develop comprehensive customer-facing content, including KB articles, FAQs, and training materials.
- Analyze customer feedback and support trends to identify documentation gaps and prioritize improvements.
- Oversee documentation release cycles to ensure timely alignment with product launches and updates.
- 7+ years of experience in technical writing, including 3+ years managing technical writers in a SaaS environment.
- Proven experience authoring large-scale, complex documentation sets for enterprise software products.
- Hands-on expertise with enterprise documentation and authoring tools such as MadCap Flare, Paligo, or equivalent platforms.
- Strong experience designing documentation architecture, taxonomy, and structured content systems across multiple products.
- Demonstrated ability to evolve documentation teams from ad-hoc practices to scalable, process-driven systems.
- Experience collaborating closely with product, engineering, and customer-facing teams in a cross-functional environment.
- Familiarity with AI tools for content drafting, optimization, and workflow automation.
- Strong writing, editing, communication, and leadership skills with a focus on clarity and usability.
- Preferred: experience in lending, mortgage, or financial services software environments.
- Preferred: exposure to API or developer documentation.
- Competitive salary aligned with leadership-level responsibilities
- Comprehensive medical, dental, and vision insurance coverage
- Flexible work arrangements within the United States
- Opportunity to build and scale a technical publications function from the ground up
- High-impact role influencing product usability and customer experience across a major SaaS platform
- Leadership responsibility combining strategic direction with hands-on authorship
- Professional development opportunities in a fast-growing technology environment
- Collaborative, cross-functional culture with strong product and engineering partnership.