Senior Manager, Product Documentation

Role Summary

Sophos is seeking a Senior Manager, Product Documentation to join our Digital Customer Experience (DCX) team – the function responsible for the programs, content, and digital experiences that help customers succeed at scale. Our team spans product documentation, customer journeys, communications, technical video content, community, knowledge base, and localization, and this role leads the documentation discipline.

You will own the documentation strategy, standards, and team capabilities that translate complex cybersecurity products into clear, trustworthy, and consistently excellent content. This is a senior leadership role with direct team management responsibility, significant cross-functional influence, and full ownership of documentation quality and roadmap.

This is a player-coach role. While your primary focus is team leadership, strategy, and stakeholder management, you bring enough hands-on expertise to contribute directly to documentation work when capacity allows – and your credibility with the team is grounded in genuine craft knowledge, not just organizational authority.

This role is ideal for an experienced documentation leader who combines strong editorial judgment with operational discipline, a genuine curiosity about AI-assisted content workflows , and the credibility to influence product, engineering, and customer success partners at a senior level.

This role reports to the Senior Director, Digital Customer Experience.

What You Will Do

Strategy & Leadership

• Own a comprehensive documentation strategy aligned with product roadmaps, customer journey insights, and business priorities – including a multi-year vision for content architecture, and team structure.
• Maintain and enforce content standards, style guides, taxonomy, and accessibility requirements across all documentation surfaces (product help, API references, and release notes).
• Partner with our Systems & Automation function to evaluate and implement AI-driven efficiencies in documentation workflows, helping the team adapt as tooling and processes evolve.
• Set measurable quality and performance standards for documentation; use data to identify gaps, prioritize improvements, and demonstrate impact to senior stakeholders.
• Stay current on industry trends and emerging practices including AI-assisted authoring , structured content, and docs-as-code methodologies , and evaluate their relevance to Sophos’s documentation program.

Team Management & Development

• Directly manage a team of technical writers across multiple content domains, providing coaching, clear expectations, regular feedback, and meaningful opportunities for professional growth.
• Hire, onboard, and develop documentation talent; shape team structure and capacity planning in line with product roadmap demands and strategic priorities.
• Foster a high-performing, inclusive team culture that values curiosity, craft, and accountability.

Content Operations & Quality

• Maintain and improve a streamlined documentation intake, review, and publishing workflow that integrates smoothly with Agile release cycles across product engineering teams.
• Lead content audits and systematic refresh cycles; define and enforce governance standards covering tone, accuracy, metadata, tagging, and version control.
• Use analytics (content engagement, search data, support deflection metrics) to continuously refine documentation priorities and demonstrate self-service value to the business.

Cross-Functional Partnership

• Partner closely with Product Management, Engineering, Customer Success, and Localization teams to ensure documentation priorities are visible, integrated, and aligned with company objectives.
• Act as the senior representative for documentation in cross-functional planning forums, advocating for user-centric content practices and influencing decisions that affect the customer experience.
• Provide regular, clear updates to DCX and executive leadership on documentation health, program progress, and roadmap status.

What You Will Bring

• 8+ years of experience in technical writing, content strategy, or a closely related discipline, with at least 3 years managing a documentation or content team.
• Demonstrated success leading documentation programs for enterprise SaaS or B2B software products – including designing content architecture, overhauling legacy documentation, and delivering measurable improvements in quality and usability.
• Strong people leadership skills: you build trust quickly, give honest feedback constructively, and create the conditions for your team to do their best work.
• Exceptional written communication ability – you can produce polished, precise content yourself and set a standard others aspire to match.
• Solid analytical capability: you use data to prioritize, tell a compelling story to senior stakeholders, and make a clear case for investment.
• Deep familiarity with modern documentation toolchains (e.g. Mkdocs , MadCap Flare , Confluence , or similar) and structured content principles.
• Solid understanding of Agile development workflows and experience embedding documentation successfully into engineering release cycles.
• Excellent project management and prioritization skills; comfortable managing multiple concurrent workstreams and shifting priorities with composure.

Nice to Have

• Experience in cybersecurity or a highly technical B2B SaaS environment – comfort with complex, fast-moving product surfaces is a genuine advantage.
• Hands-on experience with AI-assisted authoring tools and a demonstrated ability to evolve documentation workflows around them – you have a clear, considered view of where AI creates efficiency in content operations and where it doesn't.
• Exposure to adjacent DCX disciplines including localization, customer communications, or knowledge base management, and an appreciation of how documentation integrates with the broader customer experience.
• Experience with content analytics platforms (e.g. Coveo , Google Analytics , or similar) and a track record of using search and engagement data to drive content decisions.
• Background in accessibility standards ( WCAG ) and plain language principles.
• Degree in Technical Communication, English, Computer Science, or a related field (or equivalent professional experience).

What's Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing