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
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. 
