Program Manager, Knowledge Documentation & Accessibility

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh.

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for a highly motivated Program Manager to join our rapidly growing team and play a pivotal role in scaling our customer support team. This role offers the unique opportunity to both build and lead processes, while ensuring top-notch service delivery and fostering a customer-centric culture.

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll be documenting product and department user guides, SOPs, FAQs and troubleshooting guides for both our support team and end-users. You’ll work collaboratively with the Support, Product, Engineering and Partner Experiences leaders to craft meaningful Knowledge Base articles. Additionally, you’ll be ensuring the maintenance of knowledge is consistently current, and meet tight deadlines on new feature and process releases.

What You’ll Do

• Own the creation, maintenance and governance of both internal and external-facing Knowledge Base content: Produce content such as user guides, troubleshooting steps, Feature Guides, SOPs and FAQs

• Collaborate with subject matter experts: Work closely with engineers, developers, product managers, and other technical staff to gather information and ensure accuracy.

• Develop and standardize content: Create and maintain documentation templates, adhere to and update style guides, and ensure consistency across internal and external information.

• Analyze and address audience needs: Determine the information needs of different users—from beginners to experts—and adapt content to ensure maximum clarity and usefulness.

• Collaborate to Integrate chatbots effectively with our CRM (Zendesk)

• Analyze user feedback and chatbot performance data to identify areas for improvement.

• Manage documentation for new feature launches: Partner closely with Product, Product Marketing, Product Design, Engineering, Clinical, and Implementation teams to gather information on upcoming features and changes.Oversee documentation and manage deadlines to ensure documentation is ready in a timely manner

• Gather feedback from internal teams and customer-facing stakeholders to continuously improve documentation strategy and usability.

What You’ll Bring

• 5+ years of experience in technical writing for complex software products.

• Experience that demonstrates proficiency in producing highly effective Knowledge Base content to both internal and external audiences

• Excellent written and verbal communication skills, with exceptional attention to details.

• Extreme organization

• Results-driven attitude, with the ability to thrive in a fast-paced, results-driven environment with frequent changes and tight timelines.

• The ability to detect gaps in knowledge and pursue the smallest details to make documentation accurate

• Proven ability to synthesize highly technical or abstract information into clear, usable documentation.

• Experience collaborating with cross-functional teams, including engineering, product, marketing, and clinical.

Bonus Points If…

• Familiarity with medical and clinical terminology, especially in the context of EHR workflows, documentation, or coding.

• Experience in the healthcare, health tech, or life sciences space.

• Familiarity with AI/ML concepts and the ability to explain AI-powered product features to a nontechnical audience.

• Background in defining documentation formats or setting up documentation infrastructure.

This job is able to be remote or hybrid out of our San Francisco/ NYC office locations

At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month.

Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business.

Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients.

We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life.

If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for you.

• Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees

• Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.

• Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.

• Paid Parental Leave: Generous paid parental leave for all full-time employees.

• Family Forming Benefits: Resources and financial support to help you build your family.

• 401(k) Matching: Contribution matching to help invest in your future.

• Personal Device Allowance: Tax free funds for personal device usage.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.

• Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.

• Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.