What will you create and do

We are looking for a strategic and execution-oriented Technical Content Manager to lead and scale our product documentation and content experience across platforms. This role is responsible for defining the documentation strategy, standards, and governance across multiple product lines, ensuring that our documentation is clear, user-centric, scalable, and aligned with business and product priorities.

You will shape the overall direction of documentation at SMS Magic / Conversive, enabling customers, partners, and internal teams to effectively understand and use our platform. This role requires a strong blend of technical writing expertise, content strategy, stakeholder management, and data-driven decision-making.

The ideal candidate will bring strong experience in SaaS/technology documentation environments, leading cross-functional content initiatives, and implementing scalable documentation systems using automation and AI-assisted workflows.

What will qualify you for this role

Essential

Content Strategy & Governance – Proven ability to define and implement documentation strategy, standards, and governance across product ecosystems
Technical Documentation Leadership – Strong experience managing end-to-end product documentation for SaaS or technology platforms
Information Architecture & Design – Expertise in structuring documentation, taxonomy, metadata, and knowledge architecture
Stakeholder Management – Ability to partner with Product, Engineering, Customer Success, and Leadership teams
Data-Driven Documentation – Experience measuring content effectiveness using qualitative and quantitative metrics
Content Operations & Scalability – Ability to manage multiple releases, priorities, and cross-functional documentation pipelines
Editorial Excellence – Strong experience in content quality, editorial review, and consistency standards

Desired Skills

Strong technical writing and storytelling skills
Experience with documentation tools and content management systems
Familiarity with AI-assisted documentation and automation workflows
Cross-functional collaboration and project management skills
Strong attention to detail and user experience mindset
Ability to manage multiple stakeholders and priorities

Experience Range

7 – 10 Years

Education Qualification

Bachelor's Degree (Technical, Communications, or related field preferred)

Key Responsibilities

Define and own the documentation strategy, standards, and governance across all product areas
Plan, prioritize, and manage documentation deliverables across multiple release cycles and concurrent initiatives
Create and maintain a centralized content repository including taxonomy, metadata, and content structure
Partner with Product, Engineering, and Customer teams to align documentation with product roadmap and releases
Ensure all documentation is accurate, accessible, user-focused, and consistent across platforms
Establish and maintain style guides, information architecture, and content design frameworks
Lead cross-functional initiatives to improve documentation scalability, usability, and effectiveness
Implement best practices in content optimization, AI-assisted documentation, and automation workflows
Conduct editorial reviews and enforce content quality standards
Measure documentation effectiveness using analytics, user feedback, and adoption metrics, and use insights to refine strategy

Key Performance Indicators (KPIs)

Documentation quality and user satisfaction scores
Content usability and self-service adoption metrics
Accuracy and completeness of product documentation
On-time delivery of documentation aligned with product releases
Content engagement and performance analytics
Reduction in support queries through improved documentation

About Conversive (SMS Magic)

Founded over 17 years ago, Conversive (SMS Magic) has become a trusted messaging leader for businesses around the world. We work with global customers across industries including contact centers, financial services, higher education, retail, staffing, wellness, and more. Our customers range from small and mid-size businesses to large global enterprises.

Our Commitment To Every Customer Is

We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition.

If you can confidently demonstrate that you meet the criteria mentioned above, we would love to hear from you.

Conversive (SMS Magic) is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.

Read More About Us At

https://beconversive.com/

https://www.sms-magic.com

We are an ISO 27001:2013 compliant organization and emphasize information security for our clients.

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