Content Strategist, gTech (Fixed-Term Contract)

Minimum Qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a technical project management or a customer-facing role.

Preferred Qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience in content strategy, business strategy, or related project/program management experience.
• 3 years of experience in a technical leadership role with/without direct reports.
• Experience leading multiple, time-sensitive projects with engaging priorities while working separately, with high attention to detail.

About The Job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

In this role, you will own the overall help and support strategy for users and customer care agents for products across multiple content channels (e.g., help center, agent knowledge base, agent-facing training).

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Develop and drive an overall content strategy, focused on user issues and product roadmap while holistically understanding all gTech Users and Products (gUP) supported content that exists for one or more products.
• Work with the Production team to ensure delivery of accurate, and effective content for all supported channels. Collaborate with stakeholders for content approvals, and act as the main contact to understand how content can support product launches, goals, and priorities; turn business goals into content solutions.
• Identify opportunities to optimize content using data, industry best practices, and experimentation.
• Partner with gUP Product and Analytics teams to conduct experiments and user studies to understand user journeys and create effective content for end users, partners, and customer care agents.
• Synthesize content insights, guiding principles, and best practices, to advocate for the best experience for users.