BlackLine's Product Management group drives product design and strategy across BlackLine's entire suite of solutions, manages the product backlog and roadmap, and leverages deep product, market, and competitive knowledge in support of other teams throughout BlackLine. The Manager, Product Documentation of this group will lead the content strategy for our Products and collaborate closely with our internal team of Product Managers, engineering leadership, and other customer-facing parts of the organization.
Responsibilities:

• Develop and oversee content strategies for the BlackLine product suite
• Manage all content for Blackline application and technical documentations
• Ensure the quality, clarity and consistency of all content, e.g. create and maintain a writing style guide, create a content governance structure for content updates and collaboration process, etc.
• Audit and revamp the current content, including product copy
• Develop and execute a localization strategy for our global customer base
• Manage content release planning
• Implement success measurement and manage and optimize the content based on the metrics
• Partner with various teams such as Product Marketing, Product Management, Product Design, SMEs and Customer Experience to align with the BL branded message and customer needs
• Manage technical writer(s) and/or content writer(s), e.g. Delegating responsibilities and supervising business operations, hiring/training/motivating/coaching employees as they provide attentive & efficient service to (internal/external) customers, assessing employee performance and providing helpful feedback and training opportunities
• Generating reports and presenting information to upper-level managers or other parties
• Ensuring staff members follow company policies and procedures.
• On call for incidents and maintenances as needed
• Other duties to ensure the overall health and success of the business, e.g. implementing CMS tools

Qualifications:

• Excellent communication (written and verbal), interpersonal, leadership, coaching, and conflict resolution skills
• Document design and information architecture skills
• Strong attention to detail and accuracy; ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies
• Ability to work under pressure, meet deadlines, manage projects, and prioritize multiple projects simultaneously
• Passionate commitment to providing exceptional service to customers and support to staff members, e.g. strong interpersonal skills with the ability to resolve tension, motivate a team, and interview SMEs
• Strong leadership qualities
• Exceptional organizational and time management skills
• Audience analysis
• Strong understanding of business management, financial, and leadership principles.

Required:

• Bachelor's degree in Communications, Journalism, English, Business Administration or related field
• 10+ years of experience working as a technical writer, content writer, copywriter or similar roles for software companies
• Work portfolio required to demonstrate above qualities
• Supervisory experience

Preferred:

• Understanding of accounting and finance concepts and terminology
• Knowledge of modern web application architecture and engineering patterns and practices
• Experience with Agile/Scrum, Kanban, and Waterfall methodologies
• Familiarity with market and organizational elements of both SaaS and Enterprise-scale Software