Manager Technical Writing

Manager Technical Writing

Location: Columbus, OH or SLC, UT

Primary Purpose:
The Documentation Manager is responsible for leading a team of talented technical writers. This position partners with Product Management, Development, and other services teams to deliver best-in-class technical documentation for each release.
Major Functions/Responsibilities:

• Sets the standard of excellence for documentation, ensuring delivery of technically accurate, well-written, simple and concise customer-focused documentation.
• Sets and delivers on aggressive goals for documenting new features and services and for improving the quality of existing documentation.
• Works with cross-functional teams to establish process and tooling to integrate product documentation activities into the standard product development and launch cycles.
• Evangelizes documentation related activities throughout the organization, including maintaining and communicating the documentation roadmap.
• Establishes a rigorous control environment and clear procedures to ensure the updating of documentation is managed efficiently and consistently across the product range.
• Works hand-in-hand with stakeholders and team members to administer the document lifecycle (edit, author, approve, publish, revise, retire, archive) relative to engineering, quality, operations, and other department policies and procedures.
• Conducts internal / external focus groups and other interactions to better understand how documentation is being used and to help define / validate the documentation roadmap.
• Coordinates documentation translation efforts.
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
• Prioritize, assign and manage department activities and projects in accordance with the Operations department's goals and objectives. Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
• Responsible for recruiting, hiring, and firing for the department.
• Follow the company code of ethics and NICE CXone policies and procedures at all times.
• Communicate in an effective and professional way with customers in- and outside of the company.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Required Education, Experience, and Specific Job Related Skills
Education Requirement:

• Bachelor's degree in English, Business Communications, or related field or equivalent work experience required.

Experience Requirements:

• 8+ years of technical documentation experience.
• 3+ years of managing high performing teams.
• Experience with coordinating localization requirements.

Experience Preferred:

• Experience with MadCap authoring and publishing tools.
• Experience in the contact center industry.
• Knowledge and experience with developer-focused platforms and tools.
• Knowledge and experience with cloud technologies.
• Excellent written and verbal communication skills, especially the ability to present complex technical information in a clear and concise manner.

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.