• Own the end-to-end structure, content quality, and taxonomy of the Zendesk-powered Knowledge Base • Develop content strategy and maintain standards for content governance, tagging, and lifecycle management • Optimize content based on usage data, feedback loops, and team input • Create and maintain user guides, onboarding flows, troubleshooting content, and API documentation • Write UI microcopy (labels, messages, help text) in collaboration with Product and UX • Translate technical implementation details into accessible language for both technical and non-technical audiences • Draft clear, concise release notes in partnership with Product and Engineering • Own and operate the DDL process, tightly integrated with Jira workflows and agile sprint cycles • Ensure documentation is treated as a release gate for major initiatives and is published on schedule for all features • Support 5 Product Managers with ongoing documentation needs across Hospitality and MDU lines of business