• Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release. • Own the strategy, structure, and execution of Total Expert’s documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content. • Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth. • Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency). • Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns. • Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement. • Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators). • Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives. • Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts. • Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform.