Director, Product Documentation & Communications

Join the team that's transforming compliance and quality for the modern enterprise. While all qualified candidates will be considered, preference may be given to candidates located in Florida or the U.S. East Coast to support team collaboration and business operations.

Job Overview

The Director of Product Documentation is responsible for the strategy, organization, quality, and delivery of customer-facing product documentation across ComplianceQuest's software portfolio. This leader will build and execute a modern documentation strategy that helps customers successfully configure, administer, adopt, and use ComplianceQuest solutions. The Director will lead the documentation team and partner closely with Product Management, Engineering, Quality Assurance, UX, Customer Success, Support, Training, and other subject-matter experts to ensure documentation is accurate, intuitive, discoverable, scalable, and synchronized with product releases. The role combines documentation leadership, people management, information architecture, content operations, technology strategy, and hands-on product understanding.

Responsibilities and Duties:

1. Documentation Strategy & Leadership

· Define and own the enterprise product-documentation strategy, roadmap, standards, and operating model.

· Establish a scalable documentation framework across QMS, EHS, PLM, SRM, EBR and related CQ products.

· Translate product strategy and customer needs into documentation priorities.

· Represent documentation in product planning and release-readiness activities.

· Establish measurable documentation objectives and KPIs covering quality, completeness, timeliness, discoverability, adoption, and customer usefulness.

2. Team Leadership

· Lead, develop, mentor, and grow a team of technical writers and documentation professionals.

· Establish clear roles, career paths, performance expectations, editorial standards, and development plans.

· Manage workload and capacity across product areas and releases.

· Recruit and onboard documentation talent as the product portfolio grows.

· Build a culture combining excellent writing with product expertise and strong customer advocacy.

· Maintain current on all assigned internal CQ training as assigned in the CQ-QMS.

· Comply with all internal CQ Quality and Information Security requirements.

· Other ad-hoc tasks / reporting as assigned.

3. Information Architecture & Content Governance

· Own information architecture, taxonomy, navigation, metadata, terminology, templates, style standards, and content organization.

· Establish content lifecycle governance covering creation, SME review, approval, publishing, maintenance, versioning, and retirement.

· Drive reusable and structured content practices where appropriate.

· Ensure consistent terminology and user experience across documentation.

· Develop governance that minimizes duplication and outdated content.

4. Product & Release Documentation

Oversee delivery and quality of content including:

· End-user guides

· Administrator/configuration documentation

· Online help and knowledge articles

· Release and patch notes

· What's New content

· Implementation/configuration guidance

· In-application help and UX text

· Integration documentation

· API/developer documentation where applicable

· Troubleshooting and support-oriented content

5. Documentation Technology & AI

· Own the documentation technology strategy, including authoring, content-management, collaboration, review, search, publishing, analytics, and delivery tools.

· Continue evolving the organization's use of Confluence, K15t, structured authoring, and related content platforms.

· Evaluate and implement GenAI/LLM-assisted documentation workflows where they improve productivity, consistency and customer experience.

· Develop content that is well structured for both human consumption and AI-powered search/answer experiences.

· Establish appropriate governance and quality controls for AI-assisted documentation.

6. Cross-Functional Product Partnership

· Partner with Product Management and Engineering early in the product lifecycle rather than treating documentation as a downstream release activity.

· Establish documentation requirements and readiness criteria for releases.

· Work with SMEs to validate technical accuracy.

· Partner with UX on terminology, in-product guidance and overall content experience.

· Work with Support, Customer Success and Training to identify documentation gaps from customer feedback and recurring issues.

Qualifications

Education

· Bachelor's degree in Technical Communication, English, Communications, Computer Science, Engineering, or a related field, or equivalent practical experience.

Experience

· 10+ years of progressive experience in technical writing, product documentation, content strategy, or technical communications.

· 5+ years of people-management or documentation-team leadership experience.

· Significant experience documenting enterprise B2B SaaS/software products.

· Demonstrated experience developing and executing documentation/content strategy across a complex software portfolio.

· Demonstrated experience managing documentation through the complete SDLC/product release lifecycle.

· Strong understanding of information architecture, structured content, content reuse, taxonomy, terminology management, and content governance.

· Demonstrated ability to translate complex technical and functional concepts into clear customer-facing information.

· Strong knowledge of Agile software development practices.

· Demonstrated ability to lead documentation/process transformation initiatives.

· Excellent written, verbal, organizational, and stakeholder-management skills.

· Experience building and leading a world-class documentation function, information architecture, content operations, and team.

Preferred Qualifications

· Experience leading documentation for Quality Management, Life Sciences, Medical Device, Pharmaceutical, Manufacturing, EHS, PLM, ERP, CRM, EBR or other regulated enterprise applications.

· Experience developing software documentation used in regulated or validated environments.

· Experience with Salesforce or Salesforce-based enterprise applications.

· Advanced experience with Confluence and K15t or similar enterprise documentation platforms.

· Experience with structured authoring methodologies such as DITA.

· Experience implementing or migrating documentation platforms, knowledge bases, or online help systems.

· Experience with docs-as-code, Markdown, Git-based workflows, or developer-focused documentation.

· API and integration documentation experience.

· Experience applying GenAI/LLMs to documentation authoring, classification, search, governance, or content optimization.

· Experience implementing documentation analytics and measuring content effectiveness.

· Experience supporting geographically distributed product organizations and documentation teams.

· Experience developing style guides, terminology standards, editorial governance, and content quality frameworks.

· Experience partnering with Training/Learning, Customer Success, Support, and Knowledge Management organizations.

· Familiarity with accessibility standards such as WCAG.

Why ComplianceQuest:

ComplianceQuest is the fastest-growing, 100% modern cloud, AI-powered platform for Product Lifecycle, Quality, and Safety Management, built natively on the Salesforce platform. Our next-generation solutions help organizations of all sizes deliver high-quality products and services—safely, efficiently, and sustainably.

As a fully remote company with a global team of 180+ professionals, we empower our customers to mitigate risks, resolve issues proactively, and drive continuous improvement—while protecting their people, products, suppliers, and brands.

At ComplianceQuest, we thrive on innovation, collaboration, and impact. We're always looking for passionate, forward-thinking professionals to join our growing team and help shape the future of quality and compliance.