Senior Manager, Product Documentation

Role Summary

Sophos is seeking a Senior Manager, Product Documentation to join our Digital Customer Experience (DCX) team – the function responsible for the programs, content, and digital experiences that help customers succeed at scale. Our team spans product documentation, customer journeys, communications, technical video content, community, knowledge base, and localization, and this role leads the documentation discipline.

You will own the documentation strategy, standards, and team capabilities that translate complex cybersecurity products into clear, trustworthy, and consistently excellent content. This is a senior leadership role with direct team management responsibility, significant cross-functional influence, and full ownership of documentation quality and roadmap.

This is a player-coach role. While your primary focus is team leadership, strategy, and stakeholder management, you bring enough hands-on expertise to contribute directly to documentation work when capacity allows – and your credibility with the team is grounded in genuine craft knowledge, not just organizational authority.

This role is ideal for an experienced documentation leader who combines strong editorial judgment with operational discipline, a genuine curiosity about AI-assisted content workflows, and the credibility to influence product, engineering, and customer success partners at a senior level.

This role reports to the Senior Director, Digital Customer Experience.

Team Management & Development

Directly manage a team of technical writers across multiple content domains, providing coaching, clear expectations, regular feedback, and meaningful opportunities for professional growth.

Hire, onboard, and develop documentation talent; shape team structure and capacity planning in line with product roadmap demands and strategic priorities.

Foster a high-performing, inclusive team culture that values curiosity, craft, and accountability.

8+ years of experience in technical writing, content strategy, or a closely related discipline, with at least 3 years managing a documentation or content team.

Demonstrated success leading documentation programs for enterprise SaaS or B2B software products – including designing content architecture, overhauling legacy documentation, and delivering measurable improvements in quality and usability.

Strong people leadership skills: you build trust quickly, give honest feedback constructively, and create the conditions for your team to do their best work.

Exceptional written communication ability – you can produce polished, precise content yourself and set a standard others aspire to match.

Solid analytical capability: you use data to prioritize, tell a compelling story to senior stakeholders, and make a clear case for investment.

Deep familiarity with modern documentation toolchains (e.g. Mkdocs, MadCap Flare, Confluence, or similar) and structured content principles.

Solid understanding of Agile development workflows and experience embedding documentation successfully into engineering release cycles.

Excellent project management and prioritization skills; comfortable managing multiple concurrent workstreams and shifting priorities with composure.