Manager, Product and Training Documentation

Manager, Product & Training Documentation

Job Summary
The Manager, Product & Training Documentation is responsible for managing the documentation team while overseeing the end-to-end documentation lifecycle. This role ensures all knowledge content is derived from the Single Source of Truth (SSOT) using technology to streamline authoring, publishing, and measurement. The Documentation Manager partners with cross-functional teams, including Product, Development, Training, and Customer Success (Implementation and Support), to deliver
accurate, scalable, and AI-enhanced documentation that supports internal users and customers.

Key Duties
• Leads the documentation team and establish documentation governance, standards, and workflows, ensuring SSOT is developed and maintained for knowledge content
• Oversee content creation, review, publishing, and continuous improvement processes
• Configure and optimize knowledge base for internal and external audiences
• Use technology to author workflows, for secure portal delivery, and to connect product updates to documentation workflows
• Apply AI tools (Microsoft Copilot, Azure OpenAI, etc) for content drafting, localization, and analytics
• Ensure documentation aligns with product releases, compliance standards, and business goals
• Manage version control, content lifecycle, and archival processes to ensure accuracy and compliance
• Track and report KPIs: content usage, support deflection, adoption rates, and customer satisfaction
• Collaborate with Training/Customer Education teams to maximize content reuse and consistency
• Assist with Instructional Design for internal and customer product training
• Mentor, develop, and evaluate documentation specialists

Education/Training
• Bachelor’s degree in Technical Communication, Information Systems, Computer Science, or related field
• Equivalent combination of education and professional experience may be considered
• Certifications in Microsoft Dynamics 365 and/or Power Platform are highly desirable

Required Work Experience/Skills
• 3 years of experience in technical documentation, knowledge management, or content strategy
• 3 years in a leadership or management role
• Expertise in structured content management and Single Source of Truth principles, including management and creation of customer-facing, self-service documentation
• Proficiency in technical writing, style guides, and content governance
• Excellent communication and collaboration skills across multiple business functions

Preferred Work Experience/Skills
• Familiarity with taxonomy design, metadata tagging, and search optimization
• Experience leveraging AI for documentation processes (drafting, localization, analytics)
• Proven experience implementing and managing documentation systems using Microsoft Dynamics 365 (Customer Service Knowledgebase, Product/feature data entities)
• Strong working knowledge of the Microsoft Power Platform (Power Apps, Power Pages, PowerAutomate)

Discretionary Judgment
• Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services
• Uses good judgement and possesses ethical work values

Physical Demands, Working Conditions, and General Employment Guidelines
• Moderate or high levels of stress may be experienced in the performance of the job
• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.

Equipment
• Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
• Must have internet access

Safety to Self and Others
• Little responsibility for safety of others. Job is performed in an office setting where there are no hazardous materials or equipment

Working Conditions/Hazards
• Position is performed in an open office environment or approved remote work location

Work Location
• Hybrid-Shreveport, LA