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Salesforce.com, Inc Sr. Manager, Documentation & User Assistance in Hyderabad, India

Job CategoryProducts and Technology

Job Details

Senior Manager, Documentation & User Assistance -- Salesforce Industries

Hyderabad, India

Role Overview: Salesforce is looking for a seasoned documentation manager to lead a team of technical writers who create content for our Industries product line, which is Salesforce’s rapidly-expanding suite of vertical applications and includes products such as Financial Services Cloud, Health Cloud, Manufacturing, Retail for Consumer Goods, and more. The Content Experience team (formerly known as “Documentation & User Assistance”) is a great team of technical writers who work collaboratively with developers, product managers, and designers to create high-quality documentation, user assistance, and Trailhead (fun and engaging learning content).

You're an excellent match if you have strong people management skills, have managed end-to-end creation of documentation and user assistance for web-based applications, are a self-directed problem solver, an excellent communicator, and have managed writers who work closely with teams in the United States.

Responsibilities: Lead a team of talented and motivated writers to create high-quality content that makes our customers successful. Content includes:

  • UI text that reflects Salesforce's voice and tone

  • Trailhead (online learning) content

  • User assistance integrated into the application design, such as learning paths and welcome mats

  • Videos

  • Installation, upgrade, and implementation guides

  • Help, user guides, and developer documentation

You'll be:

  • Inspiring, coaching, mentoring, and providing professional development for a team of writers

  • Recruiting, hiring, and onboarding new writers as the team grows

  • Modeling Salesforce’s Ohana culture through your integrity, transparency, accountability, alignment to our overall goals, and support of a diverse and inclusive workplace

  • Serving as the site manager for Hyderabad-based technical writers and supporting a positive and inclusive team feeling for all India-based writers (whether they report to you or other US-based managers)

  • Partnering with other cross-functional managers in Hyderabad to ensure the success of your product areas

  • Working with the Content Experience leadership team, based in San Francisco, to determine direction and priorities for your team

  • Leading or advising on efforts to improve our deliverables, processes, or other initiatives

  • Reporting to Content Experience team management in San Francisco

Required Experience/Skills:

  • 5+ years management experience, preferably in documentation or a similar discipline

  • 8+ years of experience in technical writing

  • Excellent skills in writing American English

  • Proven leadership and mentoring skills

  • Proven experience ensuring that content created in India adheres to style guidelines for documentation and user assistance created in the United States

  • Proven experience with collaborating across time zones in India and the United States effectively

  • Excellent communication, analytical, interpersonal, and team development skills

  • Sound judgment and strong decision making ability

  • Strong customer advocacy skills

  • Great organizational abilities

  • Cross-functional team experience and influence

  • Track record of improving existing styles, processes, and teams

  • Bachelor's degree in a technical or communications field

Desired Experience/Skills:

  • Experience leading documentation teams that create content for a wide variety of audiences

  • Experience documenting SaaS applications or enterprise-class client/service software

  • Experience with source control software such as Git or Perforce

  • Experience with XML and DITA

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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