Product Documentation and Knowledge Operations Manager

Job description

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 Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions—you’re 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 don’t have customer assignments or individual workloads—it’s 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. You’ll 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 guidance. You will collaborate closely with Customer Support, Product, Engineering, Customer Marketing, Enablement, and CX leadership to ensure Sprout’s documentation ecosystem is consistent, accurate, and optimized for both customer and internal team needs.

What you’ll 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 you’ll 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 you’ll grow

Within 1 month, you’ll plant your roots by:

• Completing Sprout’s 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, you’ll 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, you’ll 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, you’ll 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

We’re 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 equipment—your 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 Grow@Sprout 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 Chicago’s 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/requirements. In 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): $110,968.00 (min), $138,700.00 (mid), $166,452.00 (max) USD annually
• Zone 2 (All other US states): $100,900.00 (min), $126,100.00 (mid), $151,300.00 (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 employee’s total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s 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 Sprout’s company’s 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 employee’s 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 [email protected]. Include the nature of your request and your preferred contact information. We’ll 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 Social’s Affirmative Action Statement.

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

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