Manager, Product Documentation - remote

Illuminate Education - Remote - Full time

Position Overview

The Manager of Product Documentation is a critical, cross-functional contributor at Illuminate Education, responsible for maintaining all of Illuminate Education’s product knowledge bases as well as developing and delivering specialized client training on Illuminate’s student information system (eSchoolData) as needed. Reporting to the Director of Community Knowledge, he/she will enable clients to self-serve via robust knowledge bases and deliver engaging, highly-personalized training experiences for select clients. The ideal candidate will have deep experience with product documentation/knowledge bases, instructional design, and customer support. Additionally, he/she will have an extensive understanding of Edtech products, including student information systems, and a passion for working with educators to make a lasting impact.

Key Responsibilities

  • Manage the development and maintenance of client-facing documentation (e.g. knowledge base structure, help articles, release notes, and product guides) for all Illuminate products, ensuring accuracy and relevance.
  • Oversee custom knowledge bases for Strategic Accounts.
  • Lead a team, including full time employees and/or contractors, that supports product documentation.
  • Own the development of curriculum and professional content, including end-to-end creation of e-learning modules, to be used in specialized training for eSchoolData.
  • Work independently to create and update training course/professional learning offerings, combining deep product expertise and adult learning theory.
  • Engage regularly with Strategic Account Managers and clients to understand evolving needs and respond with resources and training offerings as appropriate.
  • Consistently seek internal and external feedback on documentation needs and training materials/delivery to drive systematic improvement of offerings.
  • Analyze and act upon client feedback and key metrics to continuously improve documentation and training.
  • Deeply learn and become an expert in Illuminate’s core solutions.
  • Deliver product-focused professional learning across existing and future modalities (on-site, synchronous webinar, etc.) to educators at all levels.
  • Build strong relationships with both internal teams and client stakeholders to understand learning needs.
  • Engage in ongoing professional growth opportunities to improve product knowledge, facilitation skills, instructional design techniques, etc.

Required Experience & Qualifications

  • Undergraduate degree in education or related field.
  • At least 3 years of professional experience developing and facilitating professional development and/or instructional design.
  • Experience delivering training across various in-person and virtual modalities, including webinars.
  • Deep understanding of instructional design and technical writing.
  • Excellent verbal, written, presentation, and facilitation skills.
  • Ability to learn and utilize new tools and technologies quickly.
  • High level of attention to detail.
  • Growth mindset and commitment to continuous improvement.
  • Willingness to work remotely and collaborate with a remote team.
  • Ability to travel regionally, up to 20%.
  • Basic photoshop/image editing skills.
  • Knowledge of the Google applications such as docs, sheets, and slides.

Preferred Experience & Qualifications

  • Prior experience in K-12 education and/or technology preferred.
  • Expertise with eSchoolData features and functionality preferred.
  • Prior experience using JIRA or other software development management tools
  • Experience with Adobe Captivate 2019 or other media developmental tools.
  • Knowledge of Zendesk and Screensteps Knowledge Base tools and processes.
  • Experience with Zoom as a meeting or training delivery system.

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Product Management

Experience Level

Mid Level

Illuminate Education

Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning.
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