Associate Manager, Process Writing

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Position Summary

The Process Writer Supervisor is responsible for leading a team of Process Writers who develop, revise, improve, and maintain Standard Operating Procedures (SOPs), Desk-Level Procedures (DLPs), support documents, process maps, and related documentation artifacts. This role ensures documentation is accurate, consistent, complete, user-friendly, and aligned with approved templates, style guides, governance standards, compliance expectations, and project requirements.

This position provides day-to-day leadership, project oversight, quality review, coaching, workload management, and stakeholder coordination to ensure the Process Writing team delivers documentation that supports operational understanding, process consistency, training, compliance, and continuous improvement. The role serves as a key connection point between documentation execution and leadership visibility by communicating progress, risks, barriers, resource needs, and results to management and executive audiences.

The ideal candidate is a strong people leader and documentation professional who can balance team development, documentation quality, project execution, stakeholder engagement, process thinking, and accountability in a fast-paced operational environment.

Essential Duties and Responsibilities

• Lead, coach, and manage a team of Process Writers responsible for developing and maintaining SOPs, DLPs, process maps, support documents, and other process documentation.
• Assign, prioritize, and monitor documentation work based on business need, risk, deadlines, resource capacity, and project commitments using project trackers, status dashboards, review logs, and other leadership tools.
• Review documentation for completeness, accuracy, clarity, consistency, usability, operational alignment, and adherence to approved templates, style guides, checklists, and governance standards.
• Conduct quality audits, spot checks, and review-cycle monitoring to identify recurring errors, rework trends, documentation gaps, and coaching opportunities.
• Monitor project timelines, milestones, deliverables, risks, barriers, stakeholder dependencies, and resource constraints; remove barriers or escalate unresolved issues as appropriate.
• Ensure Process Writers effectively schedule, prepare for, facilitate, document, and follow up on SME sessions, including action tracking and escalation when input is incomplete, unclear, or delayed.
• Ensure review cycles are completed timely and feedback is addressed accurately, comprehensively, and in alignment with documentation expectations.
• Support process mapping, current-state and future-state documentation, gap identification, pain point capture, and operational issue documentation; partner with process improvement or Lean Six Sigma resources when workflow analysis or redesign support is needed.
• Monitor and reinforce team performance expectations related to quality, timeliness, communication, responsiveness, professionalism, independence, facilitation capability, stakeholder collaboration, timekeeping, coverage planning, and accountability.
• Prepare and communicate concise, organized, executive-ready updates regarding documentation progress, accomplishments, risks, issues, priorities, and resource needs.
• Participate in interview preparation, candidate evaluation, onboarding support, assigned training, documentation standards, tool usage expectations, and ongoing team development activities.

Basic Qualifications

• Bachelor's degree in Technical Writing, Business, Communication, or related field OR equivalent combination of education and experience in technical/process writing, SOP/DLP development, and/or operational documentation.
• Five or more years of experience in process documentation, technical writing, operations, quality, training, project coordination, or a…