The Senior Product Documentation Specialist owns creating, editing, and maintaining support materials such as articles, FAQs, videos, and screen capture tutorials for our digital courseware offerings and solutions. The Senior Product Documentation Specialist coordinates and helps prioritize content requests through the team's formal request process, consults analytics, and works with cross-functional teams to determine the overall efficacy of the documentation, to identify gaps, and to respond thoughtfully but quickly to areas of need. The Senior Product Documentation Specialist helps to coordinate, delegates tasks to, trains and edits the work of other content developers. Serving as a valuable resource for training within Customer Support, this role assists in the development and updates of training content and curricula, covering aspects such as onboarding new staff, product enhancements, up-training, digital product knowledge improvement, and internal process implementation.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We strongly encourage and welcome applications from individuals of all backgrounds, including women and people of color, to apply for this role. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We believe in fostering a diverse and inclusive workplace, and we recognize that unique perspectives and experiences contribute to the strength of our team. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. We value your potential, and we are committed to providing a supportive and inclusive environment where all individuals can thrive and contribute their best.

Major responsibilities include, but are not limited to:

• Prioritize and contribute to the writing, editing, and creation of a range of support materials including articles, FAQs, videos, and screen capture tutorials for our digital courseware offerings and solutions.
• Collaborate with Customer Support, Customer Success, Product, Media Editorial, Marketing, and Sales to meet the documentation needs of our customers and to translate those needs into project plans and schedules.
• Participate and provide feedback in User Acceptance Testing (UAT) for product releases, ensuring that at least 80% of needed content updates and additions are completed by each release date.
• Analyze cross-channel user feedback and analytics for support content to identify and create plans for continuous improvements in content management and development.
• Assist in designing and developing content and supporting resources used to deliver high-quality training focused on support the end users of our products and services.
• Manage use of self-service tools, processes and applications to achieve goals, provide training, delegate and management of other content developers as necessary.

Required Qualifications:

• Bachelor's degree in a relevant field.
• Ability to write and communicate clearly to an audience with no technical knowledge and expertise.
• Excellent collaboration skills, with an emphasis on the ability to work with a wide range of diverse individuals and groups.
• Proven experience in creating and editing documentation.
• Experience demonstrating attention to detail.
• Ability to research, absorb, and retain information quickly.
• Strong aptitude for technology or proficient in technical matters.
• Highly self-motivated and able to work autonomously.
• Exceptional organizational skills for managing multiple tasks efficiently.
• Strong interest in identifying and solving problems that drive better user experience and overall satisfaction.
• Demonstrated ability to thrive in a fast-paced, collaborative, and dynamic environment.
• Proven track record of achieving results in a self-driven manner.
• Ability to train, manage and delegate tasks to freelance writers.

Preferred Qualifications:

• Ability to use screencasting software like Camtasia to create video screencast.
• Experience with Google Suite, Salesforce, Jira, and/or project management software such as ProductBoard.
• Experience in a technology or software environment.
• Extensive experience as an educator or instructional designer.
• Familiarity with User Acceptance Testing processes.
• Experience with content development for training purposes.
• Experience with data analysis.

Salary Range: $65,000 - $75,000

Exemption Status: Exempt

Physical Requirements:

Requires ability to concentrate in noisy/busy environment for long periods to write articles, ability to speak clearly to record audio for screencasts, ability to multi-task to keep track of multiple projects.

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, South Dakota, West Virginia, Wyoming.

Preference is given to candidates located near the Austin, TX; Hamilton, NJ; Boston, MA; and New York City areas.

Benefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee's date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.

• Competitive pay and bonus plan
• Generous Health Benefits (Medical, Dental, Vision)
• Contributions to your 401k retirement account through Fidelity
• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!

Macmillan Learning is a privately-held, family-owned company that inspires what's possible for every learner. We envision a world in which every learner succeeds. Through our content, tools and services, we aim to make that a reality. To learn more, please visit , join our , stay connected to our , or see us on , , or . Macmillan Learning is a division of the Holtzbrinck Publishing Group, a global media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels.

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education's guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.