What will you create and do
We are looking for a highly customer-focused
Product Manager – Documentation Center to own and scale the
Help Center / Knowledge Base at Conversive.
In this role, you will be responsible for building a
world-class self-service experience, enabling customers to quickly find answers, reduce dependency on support, and improve overall product adoption. You will deeply understand
customer behavior, search patterns, and product usage, and translate those insights into a structured, scalable, and user-friendly documentation ecosystem.
You will work closely with
Customer Support, Product, Engineering, Sales, and Implementation teams to ensure the documentation is aligned with product evolution and customer needs.
What will qualify you for this role
Essential
- Strong product thinking and customer empathy
- Excellent writing, structuring, and content organization skills
- Ability to translate complex product features into simple, actionable content
- Experience working with knowledge base or documentation platforms (Zendesk, Intercom, Freshdesk, etc.)
- Strong analytical skills with experience using analytics tools (Mixpanel, Google Analytics, etc.)
- Ability to analyze customer queries, search behavior, and usage data
- Strong collaboration skills with Product, Engineering, Support, and Sales teams
- Ability to define and drive content strategy and roadmap
Desired Skills
- Basic understanding of APIs, integrations, and technical documentation
- Experience optimizing search relevance, tagging, and content discoverability
- Exposure to SEO practices for help articles and documentation
- Experience with conversational AI or chatbot integrations, MCPs
- Experience creating video or visual documentation content
Experience Range
Education Qualification
- Bachelor's Degree in Engineering, Product Management, Communications, or related field
Key Responsibilities
Customer Understanding & Insights
- Analyze customer queries, support tickets, chatbot logs, and FAQs to identify patterns
- Study search behavior within the documentation center to identify gaps and friction points
- Identify content gaps, repetitive issues, and high-impact problem areas
- Collaborate with Support, Sales, and Implementation teams to gather insights
Documentation Strategy
- Define and own the overall structure of the Documentation Center
- Build content categories such as Getting Started, Integrations, APIs, Use Cases, and Troubleshooting
- Create and maintain a documentation roadmap aligned with product releases and customer needs
- Ensure content is simple, searchable, and actionable for both technical and non-technical users
Content Creation & Governance
- Write and review help articles, setup guides, API documentation, and FAQs
- Standardize tone, format, templates, and content guidelines
- Ensure proper version control aligned with product updates
- Conduct regular audits and updates to maintain content accuracy and relevance
- Search & Discovery Optimization
- Improve search relevance, tagging, and keyword optimization within the documentation platform
- Track key metrics such as top searches, no-result queries, and drop-offs
- Continuously optimize documentation to improve self-service resolution rates
Product Integration
- Align documentation with chatbot responses and in-product help experiences
- Enable contextual help, tooltips, and guided flows within the product
- Support auto-suggestions and knowledge surfacing via chatbot and in-app experiences
Metrics & Performance Tracking
- Define and track key metrics including:
- % of queries resolved via documentation
- Reduction in support tickets
- Article usefulness ratings
- Search success rate
- Time to resolution
- Use insights to continuously improve content effectiveness and user experience
Key Result Areas (Success Metrics)
- 70–80% of customer queries resolved via self-service documentation
- Well-structured, highly searchable Documentation Center
- Reduction in support dependency and ticket volume
- Improved customer onboarding and product adoption
- Increased search success rate and content engagement
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
https://beconversive.com/
https://www.sms-magic.com
We are an ISO 27001:2013 compliant organization and emphasize information security for our clients. 
