Manager, Documentation

Who we are

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

What we need

As the Manager of Documentation, you will transform our traditional technical publications into a modern, system-driven customer enablement capability. Sitting within the Field Learning Center of Excellence (COE), you will shift the team from simple content production to a strategic, data-driven operation.

In this role, you will build and govern a structured knowledge layer that deeply integrates with training, technical support, and product delivery, ensuring our documentation is optimized for scalable search, automation, and AI-driven workflows.

What we do

The Field Learning COE is a part of the Human Resource organization which defines and scales the learning ecosystem that powers customer and field enablement. By integrating curriculum architecture, content development, and field feedback loops, it ensures training is aligned, consistent, and directly tied to performance and business impact.

What you'll do

Content Strategy & Customer Enablement

• Drive Strategy: Define and lead product documentation strategies aligned with Learning COE goals to improve customer onboarding, adoption, and time-to-competency.

• Unify Enablement: Integrate documentation with training curricula, certifications, and field readiness programs to serve as an embedded performance support layer.

Customer Knowledge Experience & Self-Service

• Optimize Portals: Partner cross-functionally to improve the structure, navigation, and discoverability of customer-facing knowledge portals.

• Enhance Search & AI: Leverage search optimization, usability best practices, and AI-enabled delivery to maximize case deflection for Technical Support.

Globalization, Governance & Compliance

• Global Scalability: Establish scalable translation and localization workflows aligned with regional requirements and global product releases.

• Maintain Compliance: Build governance frameworks for content lifecycle management, version control, and audit readiness for safety-critical or regulated content.

Content Operations & Performance

• Track Metrics: Define and monitor KPIs (e.g., content usage, search success, case deflection) to continuously improve the documentation ecosystem.

• Innovate with AI: Identify and implement opportunities to leverage AI and automation for reliable, scalable content workflows.

Team Leadership

• Lead & Coach: Manage and develop a high-performing team of technical writers and content contributors.

• Elevate Standards: Establish modern operating models, workflows, and standards focused on content reuse and continuous improvement.

What you'll need

• Bachelor’s degree in Technical Communication, Engineering, Computer Science, Information Science, Education, or a related field (or equivalent practical experience). Advanced degrees or certifications in Knowledge Management a plus.

• Minimum 8 years in technical documentation, content strategy, or knowledge management within complex technical environments. 2 years' experience leading a team

• Proven track record of managing and developing technical writing teams.

• In-depth, hands-on experience with the implementation and day-to-day management of Component Content Management Systems (CCMS) like Paligo or MadCap Flare, as well as structured content models, information architecture, and taxonomy.

• Familiarity with AI-assisted content workflows, automation, and global localization programs.

• Strong cross-functional relationship-building skills, with the ability to influence without direct authority across Product, Engineering, and Support.

• Hybrid schedule (minimum 3 days per week in office) based in Wilmington, MA office

Our Environment

• Up to 10% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.  

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.  

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About Symbotic

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com.

 

We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer. 

We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. 

The base range for this position in the posted location is $125,000.00 - $171,600.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits.