versapay - Product Manager, Documentation Systems
Requirements
• 5+ years owning an outcome rather than a queue: product management, implementation or solutions consulting, technical program management, support engineering, developer experience, or technical enablement. • Demonstrated experience automating your own work. You are comfortable in Git, on a command line, and in a codebase you did not write. You do not need to be a software engineer, but you do need to build. • Practical experience shipping something real with an LLM, including how you evaluated its output and caught it being wrong. • Direct exposure to customers in difficulty, through implementation, support escalation, solution consulting, professional services, or training. You understand why documentation can be technically correct and still fail the reader. • Ability to learn a complex product without a specification, and to remember what confused you while learning it. • Proven ability to influence product managers and engineers you do not manage. • Comfort saying no. This is one person against a large surface, and prioritization is most of the job. • ## What Will Make You Stand Out (Nice to Have) • It would be beneficial to have worked with MadCap Flare before, as it is what we author in today. • Deep familiarity with at least one complex enterprise system is preferred, such as an ERP or accounting platform, and an appetite to learn more. • Experience with docs-as-code or CI-driven publishing. • B2B fintech, payments, or accounts receivable exposure. • You have built an internal tool that other people came to depend on.
Responsibilities
• Own the Documentation Surface • Own our full documentation surface: in-product Help, implementation guides, support runbooks, and release notes across our platform and our embedded applications. • Decide what gets documented, what gets rewritten, and what gets retired. • Build an information architecture prioritized by what customers search for and get stuck on, rather than by what shipped most recently. • Define and own the metrics: documentation shipped with the release, page freshness, Help searches returning no results, and support volume on topics we believed were covered. • Build the Documentation Pipeline • Design and build an AI-assisted pipeline that drafts documentation from our real sources of truth: tickets, pull requests, release artifacts, and recorded demos. • Build the evaluation process that catches the pipeline producing convincing but incorrect content before a customer does. • Automate change detection, terminology and style enforcement, screenshot capture, and publishing. • Own the toolchain. We author in MadCap Flare today and publish into a repo that our product loads. You will decide what to keep, what to automate around, and what to change. • Improve How We Capture Product Knowledge • Our tickets today describe what we set out to build, not what we shipped, so documenting a feature currently means reverse engineering it. Change that. • Partner with Product and Engineering to establish a definition of done that captures how a feature works: navigation, permissions, configuration, error states, and impact on existing users. • Build the terminology and style standards that let both people and models write consistently across four ERP surfaces where the same concept carries four different names. • Keep Documentation True • ERPs change their interfaces on their own schedule, and our documentation goes stale when they do. Design the detection and revalidation process and own the SLA on it. • Learn our products by using them, working out how they behave rather than reading specifications describing how they were intended to. • Write the small share of content that requires a person: migration guides, error taxonomies, and integration behaviour, where being wrong costs a customer their month-end close.
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