Product Documentation and Knowledge Operations Manager

Description
Sprout Social is looking to hire a Product Documentation & Knowledge Operations Manager to lead the strategy structure and execution of our internal and external product documentation. This role sits at the intersection of CX Customer Support Product and Enablement and is responsible for building a unified knowledge system that powers customer self-service internal enablement and AI-assisted support. From Help Center articles to internal PKB entries and release notes this role will both write and operationalize content workflows to ensure timely accurate and accessible documentation across the customer journey. This is a hands-on role that combines writing systems thinking and cross-functional collaboration to reduce friction increase adoption and scale our customer experience.

Why join Sprouts Customer Support team

As a member of Sprouts Customer Support team your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutionsyoure also an integral internal resource. As product generalists our team is incredibly skilled and knowledgeable about our entire platform creating a ton of opportunities for us to partner with teams like Sales & Success Product and Engineering for training coaching and feedback. One of the most unique and exciting aspects of our support team is that we dont have customer assignments or individual workloadsits a group workload. We consider ourselves a community and function as such supporting one another from day one to reach our goals and grow in our career. Speaking of growth Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business.

As we evolve our documentation strategy to meet the needs of a growing global customer base and lay the foundation for intelligent AI-driven support experiences we need a teammate who can own documentation as both a system and an operational function. This role is responsible for the development structure and maintenance of all internal and external product documentation including Help Center content product release notes internal product knowledge base (PKB) articles and self-service support materials. Youll design and manage end-to-end documentation workflows author and edit content and implement systems to support content discoverability ticket deflection AI enablement and in-product will collaborate closely with Customer Support Product Engineering Customer Marketing Enablement and CX leadership to ensure Sprouts documentation ecosystem is consistent accurate and optimized for both customer and internal team needs.

What youll do

• Own the documentation lifecycle across product release notes Help Center content internal knowledge base articles and in-app support experiences
• Establish content strategy and governance including structure formatting style guides taxonomy and update cadences for internal and external documentation
• Author and maintain documentation with a hands-on approach especially in early phases writing and editing content for clarity accuracy and discoverability
• Implement scalable workflows for intake review approval publishing and maintenance of documentation across teams and systems (e.g. Zendesk Confluence Jira)
• Define and track documentation performance metrics including content usage deflection impact search effectiveness and internal engagement
• Ensure AI-readiness of documentation by structuring content to feed bots search engines and agentic workflows
• Audit and govern documentation systems to ensure a single source of truth reduce duplication and improve consistency across the knowledge ecosystem

What youll bring

You are a systems thinker and experienced content operator with a bias for clarity consistency and collaboration. You are equally comfortable writing high-quality customer-facing content and standing up processes that scale documentation across complex organizations.

The minimum qualifications for this role include:

• 6 years of experience in documentation strategy technical writing content operations and/or knowledge management ideally in a SaaS or tech environment
• Demonstrated ability to design write and govern internal and external documentation at scale across content tooling systems (Zendesk Guide Confluence Jira CMS platforms)
• Experience implementing editorial workflows version control and documentation performance metrics
• Excellent writing and editing skills with a clear concise and customer-friendly tone

Preferred qualifications include:

• Experience working with customer-facing teams (Support Success Enablement) and translating technical updates into user-friendly content.
• Familiarity with AI-driven support systems and how structured content supports bots search and automation workflows.
• Ability to influence cross-functional stakeholders and implement content governance frameworks aligned to customer and business goals.
• Background working with Product and Engineering teams to translate technical updates into user-friendly documentation.

How youll grow

Within 1 month youll plant your roots by:

• Completing Sprouts onboarding and product education
• Meeting your stakeholders across CX Support Product and Marketing
• Auditing current documentation assets systems and processes
• Understanding our documentation goals tied to ticket deflection adoption and AI enablement

Within 3 months youll start hitting your stride by:

• Owning the intake and publishing workflow for product documentation
• Updating and optimizing key Help Center and PKB content
• Establishing performance benchmarks and metrics
• Drafting and publishing high-quality internal and external documentation

Within 6 months youll be making a clear impact by:

• Operationalizing a single documentation strategy with aligned workflows and stakeholder feedback loops
• Launching improved governance and lifecycle management for documentation across surfaces
• Integrating documentation with our self-service and in-app support strategies

Within 12 months youll make this role your own by:

• Becoming the go-to owner for all things documentation and knowledge operations
• Partnering with Enablement and Product teams to evolve training and onboarding flows
  Playing a key role in driving adoption retention and automation strategies through content

Of course what is outlined above is the ideal timeline but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

Were proud to regularly be recognized for our team product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance like our flexible paid time off and parental leave program
• High-quality and well-maintained equipmentyour computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our program and employee-led diversity equity and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful convenient and state-of-the-art offices in Chicagos Loop and downtown Seattle for those who prefer an office setting

Whenever possible Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However we are not set up in all states so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office it will be evident in the job listing and your offer letter.

Individual base pay is based on various factors including work location relevant experience and skills the responsibility of the role and job duties/ the United States we have two geographic pay zones. For this role our current base pay ranges for new hires are:

• Zone 1 (New York California Washington): $110968.00 (min) $138700.00 (mid) $166452.00 (max) USD annually
• Zone 2 (All other US states): $100900.00 (min) $126100.00 (mid) $151300.00 (max) USD annually

The listed ranges represent the full earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable consistent and competitive ranges. We also evaluate compensation bi-annually identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employees total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprouts equity plan. Employees (and their dependents) are covered by medical dental vision basic life accidental death and dismemberment insurance and Modern Health (a wellness benefit). Employees are able to enroll in Sprouts companys 401k plan in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers Flexible Paid Time Off and ten paid holidays. We have outlined the various components to an employees full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity- race color religion national origin or ancestry sex (including sexual identity) age physical or mental disability pregnancy veteran or military status unfavorable discharge from military service genetic information sexual orientation marital status order of protection status citizenship status arrest record or expunged or sealed convictions or any other legally recognized protected basis under federal state or local law. Because Sprout Social is a federal contractor we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application please email us at Include the nature of your request and your preferred contact information. Well do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g. you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity please click here (1) Equal Opportunity Employment Poster and (2) Sprout Socials Affirmative Action Statement.

Additionally Sprout Social participates in the E-Verify program in certain locations as required by law.

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