Senior Manager, Content Design and Tech Documentation

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

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.
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.

Our Job Applicant Privacy Notice can be found here.