User Guide Production Manager

Job ID: H13010 - User Guide Production Manager

Overview: The Hartford Employee Benefits is seeking a contract professional to own and manage the end-to-end production of User Guides that help employer employees effectively use self-service claims portals and related digital tools. This role serves as the single point of accountability for planning, developing, validating, and delivering accurate, easy-to-use guides in close partnership with business requestors, subject-matter experts (SMEs), and Creative Services.

Key Responsibilities:

• Own the full lifecycle of new and updated User Guides, from intake through final handoff for distribution to employer customers.
• Partner with requestors to clearly document the purpose of each guide, the user need being addressed, and the business and customer impact of not meeting that need.
• Identify, engage, and coordinate all required SMEs to source, validate, and confirm accuracy of content, workflows, screenshots, and supporting details.
• Author clear, concise, customer-focused copy that translates complex tools and processes into easy-to-follow guidance.
• Collaborate closely with Creative Services to integrate written content with visuals and layouts, ensuring a cohesive, high-quality final document.
• Manage review and feedback cycles with requestors and SMEs, incorporating edits and resolving conflicts to achieve timely alignment.
• Confirm final accuracy, completeness, and readiness of all User Guides prior to release.
• Handoff finalized guides to the appropriate teams responsible for publishing and distributing materials to employer customers.
• Maintain organized documentation of requirements, approvals, and final deliverables to support reuse and future updates.

Qualifications:

• 3-5 years of experience in technical writing, user documentation, or content production for digital tools or platforms.
• Proven ability to manage complex, multi-stakeholder content projects from concept through delivery.
• Strong interviewing and requirements-gathering skills, with the ability to synthesize input from diverse SMEs.
• Exceptional written communication skills, with a focus on clarity, usability, and customer experience.
• Experience partnering with creative or design teams to produce polished, user-ready materials.
• Highly organized, detail-oriented, and comfortable managing multiple workstreams simultaneously.
• Experience in insurance, employee benefits, or regulated industries preferred.

Working Style:

• Self-directed and accountable, with the ability to drive work forward without daily supervision.
• Comfortable operating as the owner of deliverables while influencing without direct authority.
• Customer-centric mindset with a strong commitment to accuracy and ease of use.