Creates, edits, tests, and maintains technical documentation, operating guidelines, knowledge bases, customer-support content, and FAQs. Partners with cross-functional stakeholders and subject-matter experts to understand processes, define audiences, translate complex technical concepts into clear language, and approve final content. Manages multiple complex documentation projects, improves content processes and tools, evaluates team performance, and ensures documentation is accurate, searchable, effective, and aligned with style guidelines.

Designs and oversees training programs that improve operational performance and change adoption. Conducts training needs assessments, identifies competency gaps, oversees SOPs and learning content, measures proficiency and post-training KPIs, and establishes feedback loops with operations, quality assurance, clients, and stakeholders. The role coordinates communication during client transitions and addresses workflow resistance in high-volume operational environments.

Lead and grow a five-person go-to-market team focused on AI safety services, driving revenue growth and developing strategic customer relationships.