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Manager - Documentation - Collaborative Health

TELUS

Toronto, Ontario, Canada Remote Canada

Full time

Content and Writing

French Technical Writing

Mar 3

About the Job

We are THE Tech Company to Watch in the healthcare industry! The Collaborative Health Team, part of the great TELUS Health family was founded by practicing physicians and tech futurists. 

 Here's the impact you’ll make and what we’ll accomplish together.

Our flagship product, the Collaborative Health Record (CHR) is broadening the horizon of electronic medical record software for healthcare delivery organizations. The CHR is a suite of highly integrated tools - including virtual care, outcomes measurement, scheduling, billing, labs, referrals, document management, patient engagement, and more. It enables healthcare providers and administrators to manage virtually everything about their practice.

As the Manager - Documentation, you will partner with our Customer Success, Product Management, business operations, and sales teams to ensure we have effective customer, partner and employee solutions, documentation and implementation best practices guidance. This role will also be accountable for building our customer success strategy and plan for technical enablement and knowledge-centered support for our clients, partners and team members.

As a seasoned leader and coach, you will be supporting our Technical Writers in a fast-paced, collaborative environment. We are looking for a dynamic, innovative leader with a solid knowledge of technical writing, documentation design, instructional design, and delivery best practices. You will lead a team of talented technical communication professionals whose common goal is to create technical and learning content that empowers our users to drive better health outcomes. This content includes help articles, release notes, eLearning, and tutorial videos.

 Job Responsibilities

  • Lead, support, and coach a mid-sized team of technical writers and instructional designers with a range of experience levels, across multiple locations
  • Support your team by conducting regular check-ins, evaluating performance, coaching, and encouraging team goals. 
  • Define and maintain the content roadmap and strategy for the documentation team
  • Prioritize and assign documentation tasks across multiple products
  • Work and collaborate with teams across the organization (support, implementations, product, marketing, and so on) to align documentation with customer and product needs
  • Exert influence among documentation stakeholders and co-workers to develop and implement documentation and content strategies and promote cross-team collaboration
  • Evaluate, implement, and improve content creation workflows, processes, and best practices
  • Measure and improve the effectiveness of content through key performance metrics
  • Manage the localization of help and learning content
  • Maintain style and quality standards for the documentation
  • Write content as needed 

Skills & Experience

  • 5+ years of experience in leading a technical documentation team
  • 5+ years experience in the world of software enablement (education, training, etc.), technical documentation, learning processes and/or customer engagement.
  • Experience creating customer-facing technical documentation, adult learning and enablement techniques.
  • Experience with Learning Management systems, including vendor selection experience.
  • Experience in the development and management of online communities.
  • Excellent writing and copy editing skills in English & French 
  • Experience with help, video, and instructional authoring tools (such as Madcap Flare, Camtasia, Articulate)
  • Experience managing a team’s work using collaborative platforms (such as JIRA)
  • Highly organized with great attention to detail and strong project and time management skills
  • Excellent French language skills

Great-to-haves:

  • Familiarity with electronic medical records or healthcare
  • Knowledge of HTML and CSS
  • Experience working with GitHub or similar content management systems

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