Manager, Documentation

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU'LL DO

Braze is seeking a Manager of Documentation to lead our documentation team as a product-focused, cross-functional squad. In this role, you will treat documentation as a strategic product in its own right, ensuring our docs are a core driver of customer success and product adoption. Braze’s documentation serves a diverse audience of marketers, developers, and data scientists. For many of our customers, the documentation is the primary way they learn to use Braze, and our API/SDK docs are effectively an extension of the product itself. We are looking for a leader who can balance content leadership, product thinking, and operational excellence to deliver a world-class documentation experience.

You will manage a documentation team that operates like a product team with its own roadmap and KPIs. This team includes Technical Writers, UX Writers, a Product Manager, and dedicated engineering/design support. As the Documentation Manager, you’ll be both a people manager for technical writers and a hands-on contributor, editing and writing content to ensure clarity and quality. You’ll work cross-functionally to drive a customer-centered documentation strategy, from comprehensive user guides for marketers to developer-centric API guides – all with the goal of empowering customers to unlock Braze’s full capabilities. 

Responsibilities:

• Drive the documentation strategy & roadmap: co-define and support the long-term roadmap for Braze’s customer-facing documentation, aligning it with product releases and customer needs
• Cross-functional partnership: work closely with product managers, engineers, researchers, and designers to evolve documentation as an integral part of the product. In this cross-functional role, you will partner with teams across Braze to build an exceptional documentation site and in-product help experience, helping customers get up and running quickly. You’ll incorporate user research and feedback into docs improvements, acting as a champion for customers’ needs. You’ll also coordinate with the Documentation PM and design/engineering resources in the squad to ensure documentation projects are scoped and executed effectively
• Content quality & user experience: advocate for best-in-class documentation that serves both technical and non-technical users and provides a great authoring experience. Ensure our docs are clear, accurate, and easy to navigate, mirroring the high standards of top tech companies. This includes maintaining a robust content management system and style guide, improving SEO and site search so users can easily find answers, and integrating documentation into the product to enhance customer workflows. You’ll push for a polished, intuitive doc UX including long-form articles, interactive examples, personalized code samples, etc
• Documentation as a product: treat our documentation platform like a product in itself. Drive improvements to the docs tooling (version control, automations, component libraries) that allow the entire organization to contribute effortlessly and keep content up-to-date. Leverage automation where possible to maintain content quality and get efficiency gains
• Enable and educate product teams: establish processes and training to enable PMs, engineers, and other teams to produce quality docs for their domains. You will be an advocate and mentor for documentation across the company, reviewing content changes (PRs) and ensuring consistency in voice and standards. By championing documentation best practices, you’ll help instill a culture where documentation is valued as a key part of the product
• Leveraging AI: experiment with large language models (LLMs) to streamline writing and editing processes. Explore using LLMs for generating draft content, editing existing content, automating repetitive tasks, etc., to improve efficiency and content quality. Optimize documentation for AI consumption. Partner with internal teams to make Braze’s documentation easily consumable by AI agents including structuring and formatting content and providing a set of tools through MCP server to search our documentation
• Operational excellence: oversee the documentation backlog and operations. This includes triaging incoming documentation requests or bug reports, managing the team’s Jira board, and coordinating documentation work in sync with product development sprints. You’ll ensure peer reviews, proofreading, and publishing happen on schedule, and that docs are delivered on time and accurately. Additionally, manage tooling and analytics for docs. Implement and monitor metrics and feedback systems to continuously gauge documentation effectiveness
• User feedback & continuous improvement: actively collect and analyze user feedback on documentation – from support tickets, doc site surveys, analytics, and direct user research. Work with Support and Customer Success teams to identify common pain points or gaps in docs, and prioritize fixes that reduce support case volume. Regularly sync with Support on top trending customer issues and ensure the docs address them, improving self-service outcomes for users.
• Leadership & team management: lead, mentor, and grow a team of technical writers and UX writers. Set clear goals and development plans for your team members. Foster a collaborative environment where writers work hand-in-hand with product and engineering. As a player-coach, be ready to roll up your sleeves and directly edit or write content when needed – leading by example in delivering high-quality documentation

WHO YOU ARE

Qualifications (Required):

• 5+ years in documentation, technical writing, or content design roles for technology products, including at least 2+ years in a leadership or people-management capacity
• Proven experience in delivering and improving customer-facing documentation for complex SaaS or developer-focused products, with a strong understanding of best practices and technical architecture
• Strong project management and organizational skills with experience managing documentation workflows using tools like Jira or GitHub – you can juggle backlog prioritization, define necessary processes, set clear timelines, and ensure accountability in a fast-paced environment
• Strong product and data-driven thinking and ability to align documentation with product goals. Experience using data to identify improvement opportunities
• Strong communication and collaboration skills to effectively partner with cross-functional teams to drive documentation initiatives
• Ability to manage multiple projects and priorities in a fast-paced environment
• Familiarity with docs-as-code workflows (Markdown/MDX, static site generators, Git, CI/CD for docs

Preferred Experience (Nice to Have):

• Developer Education & Community: experience working in developer education, developer relations, or managing documentation for developer tools/platforms
• Technical Background: prior software development or engineering experience, or a computer science background
• Tools: familiarity with docs-as-code workflows (Markdown/MDX, static site generators, Git, CI/CD for docs)
• Content Architecture & SEO: familiarity with content architecture, information design, and SEO for documentation
• Industry Knowledge: understanding of the customer engagement or marketing technology domain (Braze’s space) is a bonus

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $140,000 and $180,000/year with an expected On Target Earnings (OTE) between $160,000 and $200,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

#LI-Hybrid

WHAT WE OFFER

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching 
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. In 2025, we were recognized as one of Built In’s Best Places to Work. In 2024, we were included in U.S. News & World Report’s Best Companies to Work For (Top 10%) and recognized in Great Place to Work’s Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.
Additionally, we were featured in Great Place to Work UK’s Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.