Senior Manager, Content Design and Tech Documentation

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

We are seeking a dynamic and innovative team manager to lead our documentation and content initiatives, creating scalable, user-centric content that helps our customers succeed without needing to contact support. As the team manager, you will not only oversee the creation and maintenance of high-quality product content and documentation, but also drive creative approaches that leverage AI tools and modern technologies.

This role is ideal for someone who thrives in a fast-paced environment and is passionate about improving the user experience through self-service tools and streamlined processes.

Key Responsibilities:

• Lead & Mentor the Technical Documentation Team:

  • Manage a team of technical writers.

  • Foster a collaborative and creative environment that encourages innovation.

  • Provide ongoing coaching and development to ensure team members are growing and thriving.

• Develop Scalable Documentation Solutions:

  • Design and implement scalable documentation processes to handle product changes efficiently.

  • Utilise modern content management systems (CMS) and automation tools to scale documentation efforts.

  • Work closely with product and engineering teams to ensure documentation is always up to date with the latest releases.

• Enhance User Self-Service Capabilities:

  • Ensuring that help is easy to navigate, findable, and searchable.

  • Implement interactive documentation, including tutorials, step-by-step guides, and videos, that enable users to troubleshoot without the need to contact support.

  • Introduce modern, AI-powered documentation tools (chatbots, dynamic FAQs, etc.) to assist users in real-time.

  • Continuously gather user feedback to refine and improve documentation accessibility and usefulness.

• Drive Innovation in Documentation:

  • Lead initiatives to modernise the documentation experience, including embedding contextual help directly into product interfaces.

  • Utilise data analytics to identify the most frequent support issues and proactively update documentation to address these pain points.

  • Experiment with multimedia formats (e.g., videos, infographics, interactive tools) to make documentation more engaging and effective.

• Collaborate Across Departments:

  • Work closely with the Support, Product, Engineering, and Marketing teams to ensure documentation aligns with broader company goals.

  • Act as a liaison between technical experts and writers to ensure that content is both technically accurate and accessible to a broad audience.

• Implement Content and Documentation Best Practices:

  • Establish product content and documentation standards and guidelines to maintain consistency, clarity, and accuracy across all content.

  • Ensure that all documentation is written with a user-first mindset, focusing on solving customer problems.

  • Maintain quality control over documentation, ensuring it adheres to accessibility and usability standards.

• Monitor Performance & Continuously Improve:

  • Develop, establish, and track documentation performance metrics to assess effectiveness and identify areas for improvement.

  • Implement continuous feedback loops to refine and enhance documentation based on customer insights and evolving technology trends.

Key Requirements:

• Experience:

  • Experience in technical documentation and content design with at least 2 years in a management or leadership role.

  • Proven track record of scaling documentation efforts in a fast-growing tech environment.

• Technical Expertise:

  • Strong knowledge of modern documentation tools (e.g., Confluence, MadCap Flare, Paligo, or similar CMS).

  • Experience with multimedia and interactive documentation formats (videos, animations, tutorials).

  • Familiarity with APIs, developer tools, and how to document complex technical systems.

• Creative Problem-Solving:

  • A creative and innovative mindset, with a passion for experimenting with new technologies and approaches.

  • Ability to think outside the box and find novel solutions to scale documentation efforts and improve the user experience.

• Leadership & Collaboration:

  • Strong leadership skills with the ability to inspire and motivate a diverse team.

  • Excellent communication skills, with the ability to work cross-functionally and present complex ideas clearly.

• Customer-Centric Focus:

  • A user-first approach to content creation, always seeking to simplify complex concepts and make them accessible.

  • Commitment to reducing the need for users to contact support by proactively solving common challenges through documentation.

Preferred Qualifications:

• Experience with AI-powered tools for documentation and user support.

• Background in UX writing or instructional design.

• Experience in enterprise SaaS tools and documentation.

• Knowledge of Agile or Lean methodologies for content development.

Why join us: In this role, you’ll have the opportunity to redefine how we approach technical documentation by leveraging creativity, technology, and data-driven insights. You will play a key role in empowering users to find answers quickly and efficiently while helping reduce support loads, making a direct impact on the customer experience and company success.

For a closer look into what life at 8x8 UK Ltd. is about check out our Instagram page.
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