Sr. Process Documentation & Adoption lead

What you will do

1. Process Documentation & Governance

• Build and Maintain a Documentation Framework

• Create and own a structured, scalable framework for maintaining, updating, and creating process documentation.

• Manage incoming documentation requests in collaboration with key stakeholders.

• Maintain and Improve Existing Process Documents

• Conduct regular audits and updates of existing documentation to ensure accuracy and relevance.

• Archive outdated materials and maintain clear version control.

• Create New Documentation for Key Processes

• Turn evolving processes into intuitive, user-friendly documentation such as SOPs, playbooks, and guides across various areas, including:

• Ensure documentation is consistent, accessible, and actionable for the teams who rely on it.

2. Process Adoption & Change Enablement

• Communicate Changes Clearly

• Partner with QSE, BE, and TSS leaders to effectively communicate new or updated processes.

• Draft concise process summaries, updates, and rollout communications to ensure clarity.

• Create a Feedback Loop

• Collaborate with frontline teams to capture feedback on the usability and adoption of processes.

• Use insights to continuously refine and improve the quality and relevance of documentation.

• Support Process Enablement

• Work with broader QSE team and process owners (TS Managers) to facilitate enablement workshops and training.

• Help teams understand, adopt, and embed new processes into their daily operations.

Why This Role is Exciting

• Shape the Story: You will own the story of how our processes are documented, communicated, and adopted, directly impacting the experience of hundreds of frontline support professionals.

• Bring Structure to Chaos: You will bring clarity and consistency to a fast-moving environment, helping technical teams operate more efficiently and with greater confidence.

• Innovate with AI: You will have the opportunity to experiment with AI-driven documentation tools to automate version control, surface update alerts, and streamline the entire documentation lifecycle.

• Visibility and Impact: As part of the QSE team, you will work closely with TS leadership across Quality, Process, and Support, with your work having direct visibility and impact across the organization.

What You Bring

• A passion for enabling change, building structure, and simplifying complex processes.

• Proven experience in process documentation, content operations, or support enablement.

• Strong writing and communication skills—you can make processes easy to understand and follow.

• An eye for detail and a proactive mindset—always looking for ways to improve.

• Tech-savviness and enthusiasm for leveraging AI-powered tools to improve documentation creation, updates, and management (e.g., automated review tracking, update alerts, intelligent tagging).

Required Experience

• 3+ years in a process documentation role, or 7+ years in business operations, project management, content operations, or enablement.

• Exposure to change management, project delivery, or training/enablement in technical support or service-oriented teams.

• Experience with documentation platforms (e.g., Confluence, SharePoint, Notion, Scribe, etc.).

• Interest in or hands-on experience with AI tools that assist with content lifecycle automation and documentation governance.