Director, Software Training & Documentation

Position: Director, Software Training & Documentation

Reports to: VP, Chief Client Officer

Location: Atlanta or Remote US

Overview:

We are seeking an experienced leader to oversee our technical documentation and product training teams. This role involves managing and transforming our documentation and training capabilities, including revenue-generating training programs. The ideal candidate will lead teams of technical writers and trainers, ensuring the delivery of high-quality documentation and effective training that supports client success and satisfaction. This role is critical for modernizing our technical content and training programs to meet industry standards and client needs. It is imperative that this individual embrace our core values:

1. Client Focused: Maximize positive client impact.
2. Courageous: Be bold. Speak up. Take action.
3. Curious: Embrace the art of the possible.

Juvare is a worldwide leader in emergency preparedness and critical incident management and response technology. Juvare means "to help". Our solutions empower government agencies, corporations, healthcare facilities, academic institutions, and volunteer organizations to leverage real-time data to manage incidents faster and more efficiently, protecting people, property, and brands. Juvare is an AWS partner, certified in Public Safety and Disaster Response.

Job Summary:

The Director Technical Documentation & Product Training will be responsible for strategic planning, team leadership, and execution of initiatives to enhance and modernize our documentation and training offerings. This role will oversee the creation, maintenance, and delivery of technical content and training programs, ensuring they are aligned with business objectives and client requirements.

As a key member of the Client Experience organization, this person’s individual success will be measured by tangible markers of resource utilization, gross margins, client adoption of our solutions, client satisfaction, and client retention.

Responsibilities:

• Technical Documentation:
  • Oversee the creation and maintenance of comprehensive technical documentation, including user manuals, installation guides, API documentation, and other support materials.
  • Ensure all technical documentation is clear, concise, and accurate, adhering to industry best practices.
  • Implement a documentation strategy that includes content reuse, structured authoring, and the use of modern documentation tools and technologies.
  • Collaborate with product management, engineering, and support teams to gather information and ensure documentation accuracy.
• Product Training:
  • Lead the development and delivery of product training programs for clients, partners, and internal teams.
  • Develop a strategy for revenue-generating training programs, including certification courses and advanced training modules.
  • Ensure training programs are engaging, effective, and aligned with product updates and client needs.
  • Utilize modern training methodologies and technologies to enhance the training experience, such as e-learning platforms, virtual classrooms, and interactive content.
• Team Leadership:
  • Manage and mentor a team of technical writers and trainers, providing guidance, performance feedback, and professional development opportunities.
  • Foster a collaborative and innovative team culture focused on continuous improvement and excellence.
  • Set clear objectives and key results (OKRs) for the team, ensuring alignment with company goals.
• Transformation and Modernization:
  • Develop and execute a roadmap to modernize our documentation and training capabilities, incorporating industry trends and client feedback.
  • Implement best practices for content management, including the use of content management systems (CMS) and version control.
  • Drive the adoption of new tools and technologies to enhance the efficiency and effectiveness of documentation and training processes.

Measurements of Success:

• Documentation Quality: Accuracy, completeness, and clarity of technical documentation as measured by client feedback and internal reviews.
• Training Effectiveness: Participant satisfaction scores, certification pass rates, and post-training assessment results.
• Revenue from Training Programs: Growth in revenue generated from training courses and certifications.
• Team Performance: Achievement of team goals, employee engagement scores, and professional development progress.
• Project Timeliness: On-time delivery of documentation and training materials for product releases and updates.
• IACET Program Management: manage documentation and reporting requirements to maintain IACET accreditation.
• Client Adoption and Satisfaction: Client adoption rates of new documentation and training resources, and overall client satisfaction scores.

Skills and Qualifications:

• Bachelor’s Degree required; advanced degree preferred.
• 8+ years of experience in technical writing, product training, or related fields, with at least 3 years in a leadership role.
• Proven track record of managing and transforming technical documentation and training teams.
• Strong strategic planning, project management, and organizational skills.
• Excellent written and verbal communication skills.
• Strong communication and stakeholder management skills.
• Strong understanding of quality assurance standards and performance metrics.
• Demonstrated ability to drive continuous improvement and process optimization.
• Familiarity with modern documentation and training tools and technologies.
• Experience with content management systems (CMS) and e-learning platforms.
• Ability to work collaboratively in a matrixed organization and manage multiple priorities.
• Passion for continuous improvement and delivering exceptional client experiences.
• Preferred Certifications:
  • Certified Professional Technical Communicator (CPTC)
  • Certified Information Professional (CIP)
  • Project Management Professional (PMP)
• Public Sector Experience: Prior experience in managing software projects for government/public sector clients, including federal government.
• Security and Confidentiality: Strong understanding of security protocols and confidentiality requirements, especially in handling sensitive government data.

Additional Information:

This position is subject to compliance with the Export Administration Regulations ("EAR") and may require a U.S. person status verification.

Candidates may be required to undergo an SF-85 background check for certain government-related projects.

This position requires access to information that is subject to compliance with the Export Administration Regulations (“EAR”). In order to comply with the requirements of the EAR, applicants will be asked to provide specific documentation to verify U.S. person status under the EAR. A “U.S. person” according to their definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee, or asylee.  This information will also be used in determining whether an exception to the EAR’s licensing requirements can be exercised or a license required for deemed exports.

As the Company is a partner with the United States government, this position may require access to sensitive government information. Accordingly, candidates must be capable of passing an SF-85 background check and obtaining public trust clearance if required.

EEO Statement 

Juvare is deeply committed to building a diverse and inclusive team. We believe in equal opportunity for all applicants and encourage individuals from underrepresented groups in technology to apply. As an equal opportunity employer, we celebrate diversity and are committed to building and maintaining a diverse and inclusive workforce. All qualified applicants and employees will receive consideration for employment regardless of—and will be free from discrimination on account of—their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, physical condition, developmental disability, genetic information, or any other category protected under applicable law.

Any individuals with a disability requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to [email protected]. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.

Affirmative Action: Juvare’s Affirmative Action Plan advances our principles of equal opportunity and supports that goal by enlarging our talent pool.