DescriptionThis content base does two jobs for the business at once. It drives customer adoption and expansion of Trintech's products through documentation, training, and self-serve delivery surfaces. And it serves as the factual, machine-readable foundation that powers Trintech's own AI systems. Both outcomes depend on the same underlying asset: a content model built to be accurate, current, and readable by both humans and machines.
What You'll Do- Content Architecture: Own the content model across the portfolio: modular, task-oriented, metadata-tagged, structured text as the foundation. Text is the architecture; video and other formats are delivery layers built on top of it, not the primary format. Define the structure, templates, and authoring standards the rest of the strategy depends on.
- AI-Orchestrated Content Operations: Design and build the operating model where AI carries the heavy lifting of content creation and upkeep: structured drafts generated from SME interviews, automated staleness and gap detection, AI-assisted editing. Moving the team to that model is the work, with your team functioning as the editorial and quality-gate layer rather than the sole source of every draft. Done right, content gets easier to keep current as the portfolio grows, not harder.
- Subject Matter Partnership: Sit at the intersection of the people who hold Trintech's product and process knowledge and the people who need it. This role doesn't generate most of its own content: it curates what subject matter experts across the business know into the content base, then pushes it back out through the surfaces it owns.
- Adoption & Expansion Content: Own the content that drives both motions: adoption content that gets customers using what they already have, correlated against product usage data and support ticket deflection so investment follows what actually moves usage; and expansion content that surfaces underused capabilities and cross-product opportunities, organized around customer outcomes rather than a per-product menu, so customers discover the adjacent capabilities that drive cross-sell.
- Machine-Readable Product Knowledge Base: Own the factual record of what Trintech's products do: capabilities, configurations, limitations, distinct from the adoption and training content built on top of it. This is the corpus with the lowest tolerance for error. It feeds Trintech's own AI systems directly, so mistakes here propagate into AI output across the business.
- Delivery Surface Ownership: Own the customer-facing delivery surfaces (help center, AI assistant, partner portal) and the internal-facing ones (support, professional services), ensuring the same content base powers all of them without duplicated or diverging copies.
- Help Center Ownership: Own the customer-facing help center as a product, not a project. Trintech is investing in a platform rebuild now; the lasting work is the content model behind it, migrating existing material into that model, the governance that keeps it current, and iterating against real engagement data. Partner with Product and Marketing to drive awareness of what's in it: the best content in the world doesn't move usage if customers don't know it's there. This role is accountable for whether the help center drives adoption, not just for launching it.
- Certification & Program Structure: Own the tiered enablement program built on top of the content model - admin certification, end-user enablement, and partner certification - and the accreditation operations that support it.
- Release Enablement: Own the training and documentation team's participation in release readiness, keeping content and training current with each release.
- Operational Continuity: Run the current model while building the next one. Release notes, product documentation, training, and certification programs continue shipping on their existing cadence throughout the transition. Existing content is the starting material for the new content base, so migrating and restructuring it is part of building the new model rather than a separate workstream.
- Team Leadership: Lead the content strategy, technical writing, and enablement team: planning, prioritization, quality, and delivery across documentation, training, and certification. Evolve the team's roles as the operating model shifts from direct content production toward AI-orchestrated content operations with strong editorial ownership.
Requirements- Bachelor's degree or equivalent experience.
- 7+ years leading a content strategy, technical writing, instructional design, or knowledge management function, including experience transforming or rebuilding a content operating model at scale.
- Demonstrated point of view on using AI tooling in the content creation and maintenance pipeline itself, not just as an output channel.
- Experience leading distributed technical writing and/or instructional design teams.
- Strong writing and editorial judgment; comfortable setting and enforcing content standards across contributors who are not full-time writers.
Recommended- Experience with metadata and taxonomy design for machine-readable or AI-consumable content.
- Experience building or operating a content pipeline that feeds an AI-powered product surface.
- Experience in SaaS or enterprise software, ideally in a regulated or audited domain (e.g., financial software, compliance-adjacent products).
- Experience redesigning a customer-facing help center, success center, or self-serve support portal.
- Experience with certification or accreditation program design (e.g., NASBA/CPE-eligible programs).
- Knowledge of accessibility and content-compliance standards (ADA, Section 508, fair use, the TEACH Act) as applied to digital content and training materials.
What We Offer- Open paid time off
- Hybrid schedule
- Comprehensive healthcare and wellness programs
- 100% company-paid volunteer time
- 401k with a company match
- Pet Insurance
- Tuition/Continuing Education reimbursement program
