Manager / Sr. Manager, Technical Documentation

| Greater LA Area

We solve real world problems in the home services industry. We are passionate about bringing innovative and delightful solutions to traditional problems and workflows. Our ambitious team of product managers, designers, and product marketers works closely with our thousands of users to help make their lives easier through technology. We embrace agile development and design thinking to ship hundreds of new features every month. We measure our success based on our customer’s success. We strive for real impact.

Manager/Sr. Manager of Technical Documentation,

ServiceTitan is looking for an Technical Documentation Manager lead and scale a team that produces world class documentation for a rapidly evolving product. You will define a vision for internal and external-facing documentation at ServiceTitan. You will take ownership over our burgeoning Knowledge Base and in-app copy (tooltips, self-help content) in order to streamline the customer experience and facilitate self-learning and self-service. You will own the content strategy and architecture and you’ll be accountable for the output of the team, optimizing for efficient, timely delivery of content while upholding industry-leading quality standards. In addition to being accountable for customer-facing content, you will oversee and lead the production of internal technical product documentation geared towards our internal teams, with a focus on engineering, product, and QA, in order to drive more expedient and efficient onboarding and ramp up of internal team members. You will represent the documentation team in cross-functional meetings with other leaders across the company, including the executive team. You’ll be responsible for building a hiring model for the team based on company needs and will present the business case and ROI justification on an ongoing basis to support that model as the team grows. Lastly, you will take an active role in the content creation itself, establishing and iterating on best practices for all documentation processes in full alignment with the Product and Engineering orgs.

This role is ideal for someone with a strong background in customer-facing technical writing, experience effectively leading, managing, and scaling a documentation team at a software company, and a passion for making a big impact on the overall customer experience.

What you’ll do

  • Manage team of technical writers and drive career growth and opportunity for the team members maintaining a strong customer focus
  • Scale and develop the team, while building out a new internal arm of the documentation team
  • Be accountable for department KPIs and the ROI of the team and its output on an ongoing basis
  • Deliver top quality, thorough product documentation for both technical and non-technical audiences
  • Supervise and participate in the timely design, production, and delivery/completion of product documentation
  • Analyze data to determine, recommend, and plan new processes in the technical writing function to drive quality and efficiencies
  • Create, maintain, and follow consistent writing style standards and guidelines across documentation materials
  • Own and maintain a customer-facing Knowledge Base
  • Establish subject matter expertise across the team for product knowledge, product usage best practices, as well as documentation and writing best practices

What you’ll need

  • Bachelor’s degree in English, Journalism, Communications, Technical Writing, Computer Science, or equivalent
  • 4+ years of management experience leading a team of technical writers
  • 7+ years of technical writing experience (software company strongly preferred)
  • Experience managing a team of diverse individuals – proven ability to manage, motivate, collaborate with, and lead teams through end-to-end document creation in a fast-paced environment.
  • Proven success in a fast-paced high output working environment
  • Strong attention to detail, editing skills, analytical skills, and thorough understanding of technical documentation
  • A drive to learn quickly and constantly adapt to new challenges
  • Data-driven approach to prioritization of writing efforts and validation of results (ROI)
  • Maintain in-depth product knowledge, as well as advanced writing and editing skills, in order to help writers evaluate the information needs of customers and employees
  • Working knowledge of structured authoring and single-source publishing tools (Madcap Flare)
  • Working knowledge of CSS and HTML

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Los Angeles Business Journal Best Places to Work 2018
Inc 5000 Best Workplaces 2018
Inc 5000 America’s Fastest Growing Companies 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Glassdoor/Battery Ventures Cloud Computing Companies 2018
Forbes Next Billion Dollar Startup 2017

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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