Sr. Content Manager, Learning & Enablement; Customer

Sr. Content Manager, Learning & Enablement (Customer)

Hybrid - Boston, MA

Insurance touches people during some of the most challenging moments in their lives. Hi Marley is on a mission to transform how the P&C industry communicates, making those moments faster, easier, and more empathetic for carriers and the customers they serve. We build AI-powered software that keeps everyone in the claims conversation informed and connected. If you believe insurance can combine operational excellence and automation with a human touch, we’d love to meet you.

As Sr. Content Manager, Learning & Enablement on the Customer team, you will build and run the engine behind Hi Marley’s enablement content: auditing what exists, governing what stays current, and designing and creating the materials that help customers and internal teams put what we ship into practice. This is a senior individual-contributor role — your authority comes from owning the content system end to end, not from managing a team.

This role is distinct from Learning & Enablement strategy, Product Marketing, and Release Governance. As a comparison, you will not set L&E’s overall priorities or operating model, own external launch messaging, or govern release timelines. Instead, you will own the full lifecycle of enablement content — from audit through creation to measurement — and set the design standards that make that content effective.

Teamwork and shared enthusiasm are a core part of our culture, which is why this role involves joining us in the Boston office for 3 days each week.

What You’ll Do:

Govern & Audit Enablement Content:

• Audit existing enablement content across channels (Help Center, release materials, training assets) to identify what’s current, what’s stale, and what’s missing
• Define and maintain a taxonomy and organizing structure so any team member can answer “what exists for this topic or customer” without hunting for it
• Establish content standards — format, tone, accuracy, and update cadence — and a repeatable process for keeping content current as the product evolves
• Own the enablement content system as a source of truth, in partnership with Product’s documentation efforts

Design & Create Enablement Content

• Lead the design and creation of Hi Marley’s highest-stakes and most complex enablement materials — content that requires real instructional design, not just documentation
• Define the design frameworks and quality standards that other content contributors follow, grounded in adult learning principles
• Develop reusable, modular content formats (learning in the flow of work pop-ups, guides, walkthroughs, quick references, video) that reduce one-off creation across the team
• Use feedback and usage data to measure and continuously improve content effectiveness, not just accuracy

Maintain the Customer‑Facing Help Center

• Own ongoing accuracy, consistency, and clarity of Help Center content
• Proactively identify and refresh outdated content rather than waiting for it to be flagged
• Ensure content reflects real customer workflows, not just feature descriptions

Execute Release Enablement

• Partner or consult as needed with Product and Product Marketing to translate releases into practical enablement materials
• Ensure release‑related content is discoverable within the same governed system as everything else

Partner Cross‑Functionally to Improve Process & Efficiency

• Collaborate with Product, Product Marketing, Operations, and Customer Success to gather accurate inputs and understand how content is used
• Track recurring questions and gaps to translate them into content improvements
• Leverage AI and modern tooling to increase content speed, consistency, and quality
• Identify incremental improvements to the content governance system over time

What We’re Looking For:

• 5-7+ years of experience in content strategy, instructional/enablement design, or content governance within SaaS
• Demonstrated ability to both design content systems (taxonomy, standards, governance) and create effective content hands‑on
• Strong instructional design instincts, grounded in adult learning and adoption of new information
• Strong written communication skills and attention to detail
• Comfort setting…