Senior Manager Product Learning & Documentation

• Create and maintain product documentation across all Kyriba products
  • User guides and how-to articles
  • Feature documentation and release notes
  • API documentation and developer guides
  • Best practices and configuration guides
  • Troubleshooting and FAQs
• Ensure documentation is clear, accurate, and up-to-date
• Design documentation architecture for easy navigation and searchability
• Optimize for SEO and self-service discoverability

• Own Kyriba's knowledge base and help center
• Organize content for easy customer self-service
• Track content performance (views, helpfulness, deflection rate)
• Continuously improve content based on usage analytics and feedback
• Implement knowledge management best practices

• Partner with Product Managers on release documentation
• Create release notes for every product release
• Document new features, enhancements, and bug fixes
• Coordinate "What's New" communications

• Establish documentation standards and style guide
• Train product team on documentation best practices
• Ensure consistent voice, tone, and quality across all content
• Implement peer review process for content quality

• Produce product how-to walkthrough videos and tutorial to be consumed from inside the software
• Build video library for self-service learning
• Design video content for different formats (short tips vs. deep dives)

• Use screenshots, diagrams, GIFs, and interactive content
• Explore innovative formats (interactive demos, simulations)
• Optimize video content for different channels (help center, YouTube, in-app)

• Manage video production workflow (scripting, recording, editing, publishing)
• Maintain video quality standards
• Ensure accessibility (captions, transcripts)

• Create in-app guidance and tooltips using WalkMe or similar tools
• Design contextual help that appears when users need it
• Build guided tours for new features and onboarding
• Create in-app messaging for announcements and tips

• Design onboarding experiences that accelerate time-to-value
• Build checklists and progress tracking
• Create first-run experiences for new users

• Track documentation and training metrics:
  • Content usage (page views, video views)
  • Content helpfulness ratings
  • Support ticket deflection rate
  • Time-to-resolution improvement
  • Certification completion rates
• Use analytics to identify content gaps and improvement opportunities
• A/B test content to optimize effectiveness

• Manage content lifecycle (creation, review, update, archive)
• Ensure documentation stays current with product changes
• Build scalable content production processes
• Manage translation and localization (if applicable)

• Lead writer for complex product areas (Platform, APIs, Payments)
• Mentor junior writers
• Own documentation architecture and standards
• Partner with Product Managers on release documentation

• Create product documentation and user guides
• Write release notes and feature documentation
• Update and maintain knowledge base content
• Support Product Managers with documentation needs

• Produce video tutorials and walkthroughs
• Create multimedia content (diagrams, screenshots, GIFs)
• Manage video production workflow
• Optimize content for different channels

• 10-12 years in technical writing, content strategy, or learning & development
• 5+ years leading documentation or training teams
• Deep experience creating product documentation for B2B SaaS or enterprise software
• Experience with knowledge management systems and help centers
• Background in financial services, FinTech, or treasury/payments strongly preferred

• Head of Documentation or Knowledge Management at B2B SaaS company
• Technical writing manager in enterprise software
• Learning & Development leader in FinTech
• Product Manager who moved into content/enablement

• Exceptional writing skills (clear, concise, accurate)
• Ability to simplify complex concepts
• Understanding of information architecture
• Experience with technical writing tools (MadCap Flare, Confluence, ReadMe, GitBook)

• Strategic thinking about content needs and priorities
• Data-driven approach to content optimization
• Understanding of user experience and self-service design
• SEO and content discoverability best practices

• Instructional design methodologies (ADDIE, SAM)
• E-learning development tools (Articulate, Captivate)
• Curriculum design and learning path development
• Assessment and certification program design

• Video production (scripting, recording, editing)
• Screen recording and tutorial creation
• Visual design for documentation (diagrams, screenshots)
• Tools: Camtasia, SnagIt, Loom, Premiere, After Effects

• Ability to quickly learn complex products
• Understanding of software development and Agile
• Technical aptitude to document APIs and integrations
• Domain knowledge in treasury, payments, or finance (preferred)

• Build and manage high-performing content teams
• Partner effectively with Product Management, Engineering, CS, Support
• Influence content strategy across organization
• Manage multiple priorities and deadlines

• Think Big & Constantly Innovate: We have the confidence to think big, embrace change, challenge the status quo, and continuously evolve - incorporating new technologies and driving industry progress.
• Put our Customers’ Needs First: We are passionate about delivering the highest value for our customers and supporting them with end-to-end care throughout their journey with us.
• Act with Integrity: Integrity is at the heart of everything we do. We take personal responsibility for our actions, own our decisions, and honour each other’s contributions. We empower each other through honesty, respect, trust and transparency.
• Work as One Team: We are driven by our common goals and share in each other’s successes and failures, learning and working together as a team where everyone can bring their best selves.
• Strive for Excellence while Having Fun: We enjoy tackling new challenges together, and revel in continuous improvement as we deliver, with ultimate professionalism, the very best for our customers, while exceeding our own expectations.

For new hires, the annual base salary range for this role is: $189,600.00 - $239,775.00 annual salary based on a full-time schedule. Salary can progress beyond this range through sustained performance and demonstrated success in the role. In addition to base pay, this position may be eligible for variable compensation (eg. performance bonus or commission-based plan) and/or a long-term incentive. The final package will be determined by factors such as skills, experience and qualifications. Kyriba also offers a comprehensive range of health, welfare and wellbeing benefits designed to support both your professional and personal life.