Senior Manager, Product Content

Ready to be a Titan?
As our Senior Manager Product Content you will be the leader of the product organization's Product Documentation and Elearning teams and will be responsible for the development of cohesive and comprehensive content to convey product design, functionality and best practices to internal and external audiences. You will lead the team to build out and implement a content strategy designed for accessibility, convenience and resolution. Partnering with key stakeholders, you will develop and implement processes across the ecosystem of writers for how content is created, edited and maintained. A strong testing and measurement approach along with a heavy focus on the customer will enable you to succeed
Whether it is text, video, voice, e-learning modules or a combination; our goal is to provide seamless access to knowledge that enables success across our entire lifecycle of product development, delivery and support.
What you'll do:

• Develop a content strategy that supports our internal teams and our customers
• Work with key stakeholders to execute against a strong vision for content creation and content improvement strategy
• Augment our content creation capability: Lead the product Content Team and establish partnerships with peer organizations to ensure comprehensive, end to end content workflows, including all product related materials for internal and external consumption. External materials will be developed in conjunction with Product Marketing, Sales, and Customer Success Organizations. Additionally, all release notes and materials that will benefit customers will be either directly created or heavily influenced by your team
• Establish and Maintain Content Creation Framework: Establish the framework ServiceTitan's Product team will use to document features, product development processes including engineering and technical documentation, Elearning modules, design workflows, user personas, release management and all materials required to deliver customer facing explanations
• Establish and Maintain Content Creation Processes: Establish the best practices for content creation in order to streamline all workflows and to ensure clarity of metrics, reporting, KPIs, and needed artifacts for continuous improvement of the development pipeline
• Drive Content Output: Partner with your peers in product, engineering, design, technical project management, QA, marketing, sales, customer success, finance, and business development to ensure that product documentation is created, maintained and available for all required audiences. While it isn't your team's duty to write every document, you should ensure that the teams responsible for providing content and documents know how, when and where to deliver
• Create Multi-Format Output: Create or influence creation of materials that go beyond traditional written documentation to include multimedia formats as appropriate to the audience. Your goal is to convey the right information to the right audience quickly and efficiently in whatever format that requires
• Measure Impact: Your team will measure the positive impact of valuable processes and content by setting and achieving goals related to operational efficiency, communication effectiveness and customer satisfaction. Ideally any and all processes and documentation you and your team develops creates a more effective process and a faster information exchange for your customers internal and external

What you'll need:

• Prior experience in the development and delivery of a content strategy for a technology company
• Prior experience with both writing for and leading content creation efforts in a technology company, with a track record of transformation/value realization thanks to a flawlessly executed investment in content creation capabilities
• Prior experience leading the development of Elearning modules
• Demonstrated ability in using customer data to make decisions
• Demonstrated ability to use testing and analytics to improve online experiences, preferably related to content
• 4 years of leadership/team management experience in a product, process or documentation relevant role
• Bachelor's degree from a top university
• Excellent communication, writing, and presentation skills
• Proven ability to organize information, see patterns in noise, interpret technical engineering speak and quickly and clearly deliver a meaningful message

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.