Manager, Documentation

  • Location: Chicago
  • Department: Customer Success
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The priority responsibility of this role is to manage the operations and to drive the strategic direction of the Documentation team. This includes delivery and maintenance of product-related technical documentation, online help, and content offerings. We are looking for an experienced manager-level resource with demonstrable expertise and success in the following areas: technical communication, content creation, team management, and a mind for delivery efficiency. This role is also responsible for understanding current tech comm trends within the software industry. We are looking for someone with an innovative approach to delivery and has a proven track record of improving delivery tools and techniques. You will also partner with cross-Content team leadership and other SMEs and stakeholders from across the organization to ensure that documentation content aligns with both educational content as well as the growing needs of our clients.

Responsibilities

  • Lead the development and evolution of a documentation set that contains the following:
  • Technical guides for installing, upgrading, and maintaining our products
  • Complete and authoritative end user and administrative guides which are the ultimate reference manual for our products
  • Quick start guides that help our clients get up and running quickly
  • Best practices that help our clients maximize their investment in Relativity
  • A complex and robust software development kit (SDK) that contains complete API documentation, how to guides, and best practices for building upon and extending Relativity
  • Work across teams to ensure that content is effectively deployed and represented on the required internal and external websites, as well as additional communications and marketing collateral
  • Evaluate industry trends, as well as develop and implement ongoing content delivery strategy 
  • Monitor content quality, usability, and adoption to drive customer satisfaction
  • Oversee editorial, design, and development standards and resources for documentation materials
  • Align new product features with the documentation and educational needs of the e-Discovery and data community
  • Maintain a roadmap of team initiatives and plan delivery in conjunction with team availability and corporate initiatives
  • Partner with Subject Matter Experts (SMEs) across the organization to identify opportunities to improve program offerings within the Relativity user community 
  • Work closely with the Senior Manager of Content to discuss strategy, challenges, and other team-related items
  • Provide coaching and feedback to help reports strengthen specific knowledge and skill areas
  • Provide support and direction for quarterly and annual goals
  • Demonstrate Relativity management competencies in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for Relativity

Minimum Qualifications

  • Attention to detail with a creative eye 
  • High touch customer service 
  • Passionate about learning and developing others 
  • Ability to handle confidential matters with sound judgment and professional discretion 
  • Enjoys working as part of a team in a collaborative environment
  • Exposure to documentation publishing software (MadCap, RoboHelp, Wiki-based)
  • Exposure to tech comm programs

Preferred Qualifications

  • 5+ years of tech comm experience
  • 3+ years of managing technical documentation teams
  • Experience in content development (e.g. online help, quick start guides, single sourcing, indexing, publishing, etc.)
  • Passionate about learning and utilizing new technologies to deliver effective product content
  • Dedication to quality standards; eager to review materials and provide constructive feedback/coaching to team members as appropriate
  • Strong project and content management skills with a focus on meeting milestones and deadlines
  • Familiarity with any of the following tool sets a plus: MadCap Suite, Confluence, Github, JIRA 
  • Strong leadership skills and experience improving content delivery teams
  • Effective and professional communication skills
  • Strong organizational skills
  • Experience in the software technology sector
  • Enjoys working as part of a team in a collaborative environment
  • Understanding of e-discovery and the legal industry a plus
  • College degree in Technical Communication or similar degree preferred

Supervision

  • Directly manages a team of technical writers and is responsible for providing support and mentorship
  • Provide timely and thoughtful feedback on job performance and demonstration of core values to team members

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.