Lead – Product and Technology Documentation

Job Summary:

To fulfill its mission and continue to bring our vision to reality, MX is looking for an experienced, highly motivated person to lead our Product and Technology Documentation team. In this role, you will oversee internal and external facing documents to ensure a cohesive voice representing MX’s brand and messaging. As a Documentation Lead, your responsibilities will include implementing documentation standards, creating templates, drafting style guides, developing product documentation and managing a team of Technical Writers.  

The ideal candidate thrives in a dynamic fast-paced environment and has a background in leading content and information architecture strategy across an organization. You will be able to develop technical and non-technical documentation, design information architecture, and implement a content management system while building a scalable process for maintaining the knowledge base. This position involves working with technical and non-technical audiences and adapting the level of documentation accordingly. Content will be authored and/or edited for multiple mediums, documentation portals, developer blogs, email newsletters and notification campaigns, as well as developer web site pages.  

Your focus will be capturing the information necessary to increase operational efficiency related to change management, corporate policy, risk management, and product adoption. 

Job Responsibilities:

• Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level.

• Work effectively across the organization with stakeholders in the Product and Technology organization to develop and support new and existing documentation for MX products, features, and services.

• Leverage MX analytics to evaluate business impact, track the usage and define efficiency of the knowledge base content.

• Develop and implement key performance indicators to track documentation team progress to key metrics and goals.

• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.

• Identify areas to streamline and optimize content development and content delivery processes. 

• Develop and oversee content for customers, ensuring a deep understanding of the product strategy and adapting content for optimal customer experience.

• Innovate existing customer-facing content to enhance customer friendliness; streamline text, incorporate how-to guides and imagery for digestibility and informativeness.

• Continuously measure and enhance the performance and business impact of customer experience content, and regularly communicate results to the customer experience team and content design partners.

• Continuously measure and enhance the performance and business impact of support content, and regularly communicate results to the Product and Technology teams.

• Ensure adherence to design principles and standards to maintain quality and consistency of user-facing content across all channels and formats.

• Stay informed of internal design principles, industry trends, and customer feedback to ensure content remains relevant, accurate and effective.

• Partner with Engineering and other cross-functional leadership to establish priorities, strategy, and communicate regular updates on documentation initiatives.

• Manage expectations of all interested parties: define clear schedules with key deliverables and milestone dates, identify and communicate risks and adjustments to the overall documentation deliverables.

Basic Qualifications:

• 4-5 years of experience in technical documentation, and/or developer outreach for a developer audience

• 2+ years of experience managing a team

• Proven experience in managing, mentoring, and training teams of Technical Writers.

• Expert knowledge of content management systems and portals used to publish content and provide expertise on tool use and application to drive continuous improvement and enhancement opportunities.

• Experience working on production-level documentation, technical documentation and customer facing documentation.

Preferred Qualifications:

• Experience with program management, digital tools, and phases of the project lifecycle preferred

• Experience engaging with a wide range of stakeholders across a company, its customers, and/or open-source communities.

At MX, we are a high-performance organization that thrives on trust and results. This role is based in Lehi, Utah, with flexibility for both in-office and remote work. We believe in empowering our team members to deliver exceptional outcomes while taking advantage of our incredible office space when it best supports their work. Our Utah office features onsite perks such as company-paid meals, massage therapists, a sports simulator, gym, mother’s lounge, and meditation room and meaningful interactions with amazing people. We encourage team members to come together in the office to collaborate, kick off key projects, or strategize cross-functionally, fostering connection and innovation.

MX is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to [email protected].