Job Description

The Manager, Documentation leads the development, governance, and delivery of all product and solution‑related documentation across the organization. This role establishes and enforces documentation methodology, standards, and best practices to ensure clarity, consistency, and accuracy across all client‑facing and internal materials.

This position oversees documentation strategy, manages the documentation team, and collaborates with cross‑functional stakeholders—including Product, Development, QA, Client Services, and Compliance—to ensure documentation supports product releases, aligns with business objectives, and meets regulatory expectations. The Manager, Documentation owns the full lifecycle of documentation planning, execution, review, and continuous improvement.

Roles and Responsibilities

• Documenting system specifications, design, features, and operational behavior across all RAM solutions.
• Managing and mentoring technical writers and documentation specialists.
• Writing and editing user manuals, help systems, release documentation, configuration guides, and other technical documents.
• Designing, formatting, and maintaining documentation using approved document‑creation tools and templates.
• Collaborating with developers, QA staff, analysts, and other SMEs to verify accuracy of information.
• Ensuring timely delivery of documentation aligned with product release cycles and client requirements.
• Maintaining documentation repositories, version control practices, and governance standards.
• Driving continuous improvement of documentation processes, templates, and style guides.

Requirements

Industry Experience

• 5–7 years of experience in the healthcare payer industry, specifically Medicare Advantage or Managed Medicaid, or experience working with an industry competitor.
• Experience in commercial lines of business is a plus.
• Experience contributing to or managing documentation efforts in a software, SaaS, or healthcare technology company strongly preferred.

Skills & Knowledge

• MS PowerPoint, MS Word, MS Excel, MS Access.
• Proven ability to lead, coordinate, write, edit, and produce end‑user and technical documentation.
• Strong people‑leadership abilities with experience mentoring or managing team members.
• Exceptional interpersonal, listening, written, and oral communication abilities.
• Ability to manage multiple priorities under time constraints while maintaining high attention to detail.
• Ability to work independently or collaboratively as part of a team.

Years of Experience

• 5–7 years relevant industry experience, including 2+ years in a supervisory or lead capacity.
• Education
• Bachelor’s degree in Technical Communication, English, Information Systems, or a related discipline with a minimum of 7 years of related experience;
• Master’s degree in a similar discipline with a minimum of 5 years of related experience.

Certifications/Licenses

• Member of Society of Technical Communication or equivalent preferred.

Compliance: All employees shall comply with company policies, including those related to security and privacy, as well as with applicable laws and regulations such as the Health Insurance Portability and Accountability Act (HIPAA), the Health Information Technology for Economic and Clinical Health (HITECH) Act, and other relevant federal and state regulations.

Data Protection: Employees are responsible for safeguarding protected health information (PHI) and personally identifiable information (PII) in accordance with company policies and HIPAA regulations. This includes ensuring that all data is accessed, processed, stored, and transmitted securely.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of efforts, duties, responsibilities, or working conditions associated with it. Duties, responsibilities, and activities may change at any time with or without notice.