Content Manager, Consumer Operations, Google Technical ServicesGoogle, Inc. - Mountain View, CA
Content Manager, Consumer Operations, Google Technical Services
Note: By applying to this position your application is automatically submitted to the following locations: Boulder, CO, USA; Mountain View, CA, USA
The Google Technical Services Consumers 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.
You are an outstanding content manager who excels at project management and developing stakeholder relationships. You understand user-focused writing and can describe complex ideas in a simple way. In addition, you excel at balancing the needs of the business and the user.
In this role, you will work cross-functionally to manage customer support content based on user feedback, analytics, product requirements and user experience (UX) best practices. You will develop the content strategy for Google help centers and come up with innovative ways to educate customers. You will also monitor feedback and analyze data to ensure our help content is optimized for our users, creating user experiences that are educational, helpful, and delightful.
Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.
Manage content for one or more Google consumer product help centers.
Analyze user behavior data and make content improvements based on the associated analysis and metrics. Drive a user education strategy within the help center and beyond (e.g. product tours and emails, etc).
Write compelling, clear help center and user education content.
Oversee cross-functional stakeholder review and localization processes.
Participate in user research and develop help center content based on UX best practices.
BA/BS degree or equivalent practical experience.
2 years of experience working in technology, journalism, education, support operations, consulting or related fields.
Experience as a project manager and relationship manager.
3 years of experience in managing online help content for global audiences, such as product tutorials, user onboarding flows and/or user manuals.
Experience in creating benefit-oriented, customer-focused copy for mobile-first, multi-platform products or websites. Basic HTML and CMS skills.
Demonstrated understanding of user experience principles, rich media, and social media.
Comfort with content analytics and impact measurement.
Ability to work independently and on multiple initiatives at the same time.
Excellent problem-solving skills, with sound business judgment, strategic and analytical capabilities.
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.
21 days 20 hours ago
applyContent Manager, Consumer Operations, Google Technical Services 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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