Product Knowledge Operations Manager

Responsibilities

• Build and Own the Product Knowledge Base: Design the retrieval architecture. Decide what gets automated, curated, or authored. Instrument signal capture from Jira, Confluence, Granola meeting notes, and product comms. Ship the system, then operate it.
• Elevate Documentation Operations: Own release notes, KB articles, help content, and API docs. The quality bar is already high. Raise the systems bar. Manage one documentation specialist.
• Treat Docs as Code: Bring a docs-as-code mindset to everything we publish. Versioning, review, automation, observability. The PKB should be inspectable and improvable like any production system.
• Serve Product Marketing, Program Management and GTM as Your Customer: Sales, Marketing, Customer Success, and Professional Services are your audiences. Run discovery with them the way a PM runs discovery with end users. Build feedback loops that tell you what is converting, what is missing, and what is going stale.
• Maintain the Integration Surface: Keep our existing Claude and MCP connectors healthy. Engineering builds new ones; you maintain. Coordinate with Digital CS on Pendo and Revenue Operations on Salesforce to keep GTM surfaces integrated.

Qualifications

• Direct experience integrating LLM-based retrieval (RAG, MCP, or similar) into a documentation or knowledge product.
• Background in B2B SaaS with a complex platform and large install base.
• Active in the technical writing community (Write the Docs, STC).
• Familiarity with venue, event, or hospitality software.