Manager, Product Documentation

Purpose of the Position: As the Product Manager of Product Documentation, you will lead a team of technical writers responsible for creating, managing, and maintaining all product-centric information. You will be the architect of our content strategy, ensuring that both our customers and our internal support/training teams have clear, accurate, and actionable information regarding McLeod Software products. Your mission is to transform complex technical specifications into user-friendly content that reduces support tickets, empowers customers, and accelerates internal onboarding.

Essential Duties and Responsibilities: 

• Lead, mentor, and grow a team of technical writers and content specialists.


• Define the documentation roadmap in alignment with the Product Development release schedule.


• Establish and enforce style guides, templates, and quality standards to ensure a "one voice" experience across all products.


• Oversee the creation of external-facing manuals, release notes, and "How-To" guides for the McLeod customer base.


• Develop internal-facing technical artifacts that enable Support and Professional Services teams to troubleshoot and train customers effectively.


• Maintain and optimize a robust Knowledge Base (FAQ) for both self-service customer use and internal employee reference.


• Work closely with Product Managers and Developers to understand upcoming features and technical nuances before they reach the market.


• Collaborate with Operations, Support, and Training teams to identify documentation gaps and address frequently asked questions.


• Ensure documentation is treated as a core component of the product, not an afterthought.


• Own the tech stack for documentation (e.g., MadCap Flare, ZenDesk, Confluence, or similar CMS tools).


• Analyze usage metrics (e.g., most viewed articles, search failures) to continuously improve the effectiveness of the documentation and Knowledge Base.

Competencies: 

• Ability to learn internal software and systems


• Strong written and verbal communication skills


• Ability to manage competing projects and priorities effectively


• Ability to interact with varying organizational levels confidently


• Ability to communicate technical information coherently to a variety of stakeholders

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: 

• Bachelor’s degree, required.


• Minimum of 3+ years in technical writing or product documentation, with 1+ years in leadership or management capacity, required.


• Experience with Enterprise Software or the Transportation/Logistics industry is a significant plus.


• Intermediate knowledge of Microsoft Office Suite.


• Proficiency with DITA, Markdown, or specialized Help Authoring Tools (HAT), preferred.


• Familiarity with Agile development environments, preferred.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.