Red Hat Manager - Technical Documentation in Raleigh, North Carolina

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Engineering team is looking for a Manager focused on technical documentation to join us in Raleigh, NC. In this role, you will play a critical role in the Red Hat product experience by ensuring the successful delivery and maintenance of customer content for all offerings within a technology area. You’ll be accountable for end-to-end content development and delivery, including multiple-product content, across content types and technologies. As a Manager, you will oversee all aspects of content planning, development, and delivery, including sizing and scoping, stakeholder management, customer escalations, and coordination of priorities across Red Hat’s functions. This position is open to internal candidates only. Outside candidates, including referrals, are not being accepted at this time.

Primary job responsibilities

  • Directly manage technical writer managers, documentation program managers (DPMs), and content strategists for offerings within a specific technology

  • Develop detailed understanding of goals and success criteria for customers using offerings and solutions within a technology, including a go-to-market strategy, to enable appropriate documentation planning and prioritization

  • Ensure that each release of an offering meets customer expectations for quality and completeness of content, partnering with Quality Engineering (QE), Support, and Product Security teams and other functions for alignment

  • Coordinate with peers in other customer content services (CCS) verticals to ensure consistent application of standards for content creation and delivery, and creation of cross-product and cross-vertical content as needed

  • Assess, scope, and size new programs and initiatives for documentation impact and resource needs; advocate for these needs with Business and Engineering leadership teams, as well as with other vertical leads as needed

  • Review customer feedback and customer escalations, adjusting priorities as needed to ensure appropriate response and attention is given

  • Prepare monthly status reports for stakeholders that indicate overall health (red, yellow, green) and constraints for each active project, escalating concerns as needed

  • Regularly review operational data to improve efficiency

  • Regularly review content consumption data to inform prioritization and planning

Required skills

  • Degree in related field

  • 7+ years of experience working in technical content in the enterprise software space

  • Experience with enterprise content planning, development, testing, and delivery with complex technical offerings and fast-paced release cycles

  • Experience leading people and teams to achieve ambitious goals under tight deadlines

  • Record of building relationships with stakeholders to support successful content outcomes, including product management, engineering, quality assurance (QA), support, and field teams

  • Demonstrated ability to understand and support go to market strategies, including understanding customer goals and needs

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 66661

Category Operations, Product Documentation