Manager, Product Documentation

At Civic Plus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we’re empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

The Manager, Product Documentation owns the Product Documentation function and is accountable for its performance, maturity, and business impact. In this player/coach role, you'll lead a team of four Product Documentation Specialists, translate business and product priorities into content priorities, and mature the function's AI-assisted content model as tooling evolves. You'll partner with leaders across R&D, Technical Support, and Services to keep documentation, release notes, and FAQs aligned to customer needs, all while directly reviewing, editing, and writing content to maintain quality and cover gaps.

This position sits within Product Operations and reports to the VP, Product Operations, operating within a shared operational governance model alongside other Product Operations managers. The ideal candidate pairs strong editorial and information-architecture judgment, including the ability to write and edit content personally, with the leadership skills to build and develop a team, and brings both strategic thinking and executional discipline, with the ability to manage ambiguity and influence without authority.

• Own the ongoing success of the Product Documentation function, with accountability for adoption, operational health, and outcomes.
• Maintain and continuously refine the operating model, standards, processes, and success measures so documentation and content workflows consistently meet the needs of R&D, Technical Support, and Services.
• Lead change management as the function matures, ensuring new workflows, tools, and operating models are adopted and sustained.
• Lead and develop a team of Product Documentation Specialists, including hiring, coaching, performance management, and workload distribution across product areas.
• Set clear expectations and hold the team accountable for content quality, accuracy, and timeliness.
• Review, edit, and write documentation directly as needed to maintain quality standards, cover coverage gaps, and model the editorial bar for the team.
• Drive documentation standards, information architecture, templates, style guides, and content governance across the function, ensuring consistency and quality across all published content and contributors.
• Partner with AI Enablement and the Center of Excellence to design and develop tools that improve documentation velocity, consistency, research, editing, and content generation workflows.
• Identify manual, low-value work suited for automation and drive a phased rollout of AI-assisted authoring, review, and publishing workflows, refining the approach as tooling and capabilities evolve.
• Own the framework and quality standards that govern AI-generated content, including how drafts are reviewed and approved before publication and the escalation paths for gaps or risks the tooling surfaces.
• Maintain editorial oversight and quality control over AI-assisted output across the function.
• Own governance and standardization of the customer-facing content platforms the function publishes through, including Document
  360 and related AI-assisted content tooling, ensuring configuration, usage, and reporting reinforce approved content standards.
• Own the documentation strategy that supports Technical Support's case deflection goals, partnering with Support to identify the highest-volume case drivers and prioritize the…