Community Manager, Social/Communications, HardwareGoogle, Inc. - Mountain View, CA
Community Manager, Social/Communications, Hardware
Google’s Consumer Operations team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.
As a Community Manager for Made by Google, you’ll be a key contributor to the community strategy and social support plan for our Made by Google family of products: Google Home, Google Wifi, Chromecast, Google Pixel Buds and more.
Through community and social media, you’ll provide scalable support to and cultivate great relationships with our customers. Working cross-functionally, you’ll drive positive (and positively glowing) customer experiences. You’ll deepen brand engagement, extend our reach across the web, increase customer satisfaction and loyalty, and develop a strong grassroots understanding of issues, pain points and preferences.
Also, you’ll manage the planning, execution and day-to-day operations of the community and scalable support strategy for one or more products—such as making regular posts as a public face of Google, empowering our Top Contributors and keeping our forums healthy, developing product insights to bring out the voice of the user, and writing content for our team of social response agents.
Google's mission is to organize the world's information and make it universally accessible and useful. Only one thing consistently stands in the way between our users and the world's information—hardware. Our Consumer Hardware team researches, designs, and develops new technologies and hardware to make our user's interaction with computing faster, more powerful, and seamless. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, our Consumer Hardware team is making people's lives better through technology.
Lead the strategy for customer and fan relationship management for one or more Made by Google products on the operations side, especially community and social media.
Manage the execution of social and scalable support operations, including being a public presence as a face of the product, managing internal and external relationships, and helping with copy.
Use the product(s), develop technical expertise, and be a genuine, credible, and utterly charming ambassador to the product community.
Identify key trends and insights in user needs using qualitative feedback and communicate those insights to stakeholders, with a focus on improving the holistic customer experience. Be an advocate of product and process changes.
Lead innovations in social customer care programs to increase efficiency and success, including process improvements, best practice sharing, and measuring and driving social KPIs (Key Performance Indicators) and community health metrics. Collaborate on cross-channel and cross-product strategic initiatives, such as customer journey modeling.
Bachelor's degree or equivalent practical experience.
Must be able to start in February or March 2018.
2 years of experience in customer-facing communications and customer relations (such as community management).
A strong background in managing communities for brands or organizations.
Familiarity with the Made by Google portfolio
Online user-to-user support, community management social media, or marketing communications
Excellent communication skills (written and verbal)
At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
To all recruitment agencies:
Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other company location. Google is not responsible for any fees related to unsolicited resumes.
5 days 9 hours ago
applyCommunity Manager, Social/Communications, Hardware Google, Inc. - Mountain View, CA, United States
Google Inc., a technology company, builds products and provides services to organize the information. The company offers Google Search, which provides information online; Knowledge Graph that allows to search for things, people, or places, as well as builds systems that recognize speech and understand natural language; Google Now, which provides information to users when they need it; and Product Listing Ads that offer product image, price, and merchant information. It also provides AdWords, an auction-based advertising program; AdSense, which enables Websites that are part of the Google Network to deliver ads; Google Display, a display advertising network; DoubleClick Ad Exchange, a marketplace for the trading display ad space; and YouTube that offers video, interactive, and other ad formats. In addition, the company offers Android, an open source mobile software platform; hardware products, including Chromebook, Chrome, Chromecast, and Nexus devices; Google+ to share things online with people; Google Play, a cloud-based digital entertainment store for apps, music, books, and movies; Google Drive, a place for users to create, share, collaborate, and keep their stuff; and Google Wallet, a virtual wallet for in-store contactless payments. Further, it provides Google Apps, which include Gmail, Calendar, and Google Sites that are built for people to work anywhere, anytime, on any device without loss of security or control; Google Maps Application Programming Interface; and Google Earth Enterprise, a software solution for imagery and data visualization. Additionally, the company offers Google App Engine, a platform as a service offering; Google Cloud Storage; Google BigQuery for real time analytics; Google Cloud SQL for structured query language; and Google Compute Engine, an infrastructure as a service platform. It also offers mobile wireless devices, and related products and services. Google Inc. was founded in 1998 and is headquartered in Mountain View, California.
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