Manager of Product Documentation

Accounting / Finance

Turvo Inc

Full Job Description

About Turvo
Turvo is the first multi-enterprise collaborative platform specifically designed for the global supply chain. Turvo connects people and organizations allowing shippers, logistics providers and carriers to digitally transform their workflows with cloud-based software and mobile applications for a better customer experience and brand differentiation. The technology unifies all systems, internal and external, providing one end-to-end platform to execute all operations and analytics, while eliminating redundant manual tasks and automating business processes.
Turvo is based in the San Francisco Bay Area with offices in Dallas, Texas, and Hyderabad, India.

About the Role
We are looking for an experienced leader to join our passionate, highly collaborative, fully remote technical writing team. As the Manager of Product Documentation you’ll lead the technical writing team responsible for partnering with product, agile teams, and other internal stakeholders to develop and maintain clear, concise, and effective documentation to include online knowledge base articles, release notes and more. The ideal candidate will have a unique mix of documentation delivery experience, technical understanding, design thinking, and strategic product talent. You must thrive in a fast-moving organization and be excited about staying hands-on with technical writing strategy, delivery and related processes. You will lead the team and the company to evolve and scale content to meet the needs of a best-in-class SaaS company operating at scale and serving Enterprise customers.

Responsibilities

    • Manage, mentor and oversee the daily activities of the Technical Writing team
    • You’ll help drive the overall strategic direction for the documentation function at Turvo
    • Maintain/refine our document control system and process to manage approvals and track changes and updates
    • Serve as lead author/editor for new technical documents and publications as required
    • Provide edit oversight to new and existing documentation to ensure the highest quality
    • Work closely with Product Management, Engineering, and Customer teams to improve and innovate on the way we develop and deliver technical documentation to our consumers
    • Drive transformation towards a best in class digital experience via features such as in-product content, contextual help, optimized search, and proactive suggestions
    • Validates accuracy and completeness of documentation by observing product use and independently testing features/functionality
    • Leverage metrics and data to continuously improve existing services
    • Prioritize initiatives based on customer feedback and build outstanding relationships with Customer Success, Sales, and product leadership to drive a world-class customer experience
    • Assess and identify knowledge gaps internally and externally and prioritize the team’s work to fill gaps and meet additional business needs

Qualifications

    • BA/BS or higher in English, technical writing, computer science or a related field or equivalent experience
    • 8+ years of experience in technical documentation and writing for SaaS products
    • 5+ years experience with managing, coaching and developing a team
    • Exemplary communication and relationship skills (verbal, written, and presentations)
    • Experience developing processes and standards that enable operational efficiency
    • Track record of successful delivery of company-critical projects
    • Experience developing and communicating Technical Writing strategy to senior leadership and cross-functional teams
    • Curiosity; a bias to constantly question, dig deeper, and learn
    • A proven ability to plan, undertake, and finish activities to achieve high quality results, including the ability to set and manage priorities for self and direct reports judiciously
    • Experience in working remotely with globally distributed teams
    • Grit; a sustained history of hard work and perseverance
    • Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook)
    • Preferred – Expertise in Zendesk Guide, JIRA, Confluence, Hubspot, Survey tools
Turvo Inc

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