Director, Product Content

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. 

Learn more at diligent.com or follow us on LinkedIn and Facebook

Position Overview:  

Diligent is looking for a new Director of Product Content to help us reimagine how we enable our users: from user guides to in-product experiences, contextual microcontent, and AI-powered knowledge delivery. This is a highly strategic and impactful role within the global Product Management CoE (Centre of Excellence), reporting directly to the VP of Product Operations. 

Are you ready to lead and inspire a dynamic team of talented content and technical writers across the globe? As the leader of this group, you'll be at the helm of a diverse international team responsible for crafting compelling product text, help content, onboarding guides, and technical documentation that sets the gold standard for our users. Your passion for AI-driven optimization, UX writing and continuous improvement will drive the team to deliver content that is an integral part of the user journey, at every step of the way. Your role as a mentor will be instrumental in nurturing the growth and development of each team member, unlocking their full potential. Join us and shape this exciting new chapter! 

 You will like this role if you… 

• Are passionate about modern in-product content experiences and product enablement. 

• Are passionate about AI-powered knowledge delivery that empowers users to succeed. 

• Want to set new standards, not just enforce existing practices. 

• Want to coach and mentor people, not just tell them what to do. 

• Believe that content is a powerful UX component that can completely shape product experiences. 

• Prefer progress to perfection. 

 Key Responsibilities  

• Define and execute the new product content experience strategy, aligned to Diligent’s AI-first vision, in collaboration with the Product Leadership Team. 

• Lead, mentor and coach a distributed team of senior tech writers and managers, pivoting from traditional help documentation towards in-product, contextual, AI-assisted experiences that are rooted in the product UX. 

• Partner with Product, Design, Support and CS to embed content into our user journeys, plug into product deflection efforts and help tailor dynamic learning experiences (tooltips, guided tours, chatbots, videos etc.). 

• Own and modernize our publishing pipeline and our Help Centers, across all our products. 

• Guide the implementation of AI-powered help assistants that surface the right content, at the right time, to the right audience. 

• Guide the implementation of AI-enabled workflows: auto-drafting from Jira, AI-driven release notes, survey clustering, translation QA, knowledge retrieval. 

• Define and track the team’s KPIs, focusing on deflection rates, adoption, satisfaction and AI productivity gains. Foster a data-driven culture within the team, in partnership with product operations. 

• Advocate for content as a strategic enabler in product success and user experience.  

• Set standards for excellence and make those standards part of your team’s culture through clear expectations, paths to growth, education and enablement, and regular performance reviews. 

• Manage our vendor relationships 

 Required Experience/Skills 

• 15+ year's experience in tech writing and content design, UX writing, or knowledge experience. 

• Proven experience building and/or leading large teams before, and knowledge of how to gain credibility, build trust, give direction, and inspire people to be more than they are today. 

• Proven success in SaaS or enterprise software environments, ideally in global, multi-product organizations. 

• Technical content expertise and empathy for the day-to-day activities of tech writers working in an agile/SaaS software organization. You’re well acquainted with the typical issues facing consumers of content, like usability, findability, and accessibility. 

• Strong familiarity with in-product content platforms (Pendo, WalkMe, Intercom, Stonly, Gainsight PX, etc.) 

• Good experience with a range of industry-standard tools for planning, managing, and delivering content: help authoring platforms (Flare), version control platforms (GitHub), issue tracking platforms (Jira). 

• Strong understanding of AI integration in workflows and how to best leverage AI for summarization, retrieval, translation, and classification. 

• Experience using data and research to inform decisions and measure outcomes, and you cultivate this as a cultural value on your team and among your peers. 

• Demonstrated ability to partner with senior executives and influence strategy across Product, Engineering & Support. 

• Demonstrated ability to foster an inclusive environment across geos: you understand that everyone has something to contribute, and you lead by example. 

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}