Content Strategist, gTech Users and Products

Job description

Minimum qualifications:
• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in content strategy, knowledge management, knowledge design, or related project or program management.
• Experience leading multiple, time-sensitive projects with competing priorities, with attention to detail.
Preferred qualifications:
• Experience working in global teams and with outsourced content production.
• Experience in building content plans, analyzing metrics, and reporting on content effectiveness; ability to distill technically complex and cross-product features and user issues into digestible user content strategy.
• Familiarity with AI-enabled tools for content management, editing or publication.
• Comfortable with emerging content formats (personalized, interactive, motion-based, AI-driven, etc.), experience design and content quality moderation.
• Proven ability to influence executive stakeholders and to communicate and collaborate well with cross-functional teams.
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).
At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences. gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.
As a Content Strategist, you own the overall help and support strategy for users and customer care agents for products across multiple content channels (help center, AI-driven user support, agent knowledge base, etc.).
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 .Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google .
Responsibilities
• Design help content experiences for users, aligned with product and support goals, informed by customer knowledge, performer/ industry data, technical capabilities and journey insights.
• Use knowledge of cross-product interlocks to identify opportunities for content support across user journeys.
• Ensure creation and delivery of content for supported channels across locales; drive and moderate output of AI-enabled content creation or publishing tools as relevant, and provide feedback to optimize tools related to AI automation. Draft or publish content in exception cases.
• Act as the main contact point to understand how content can support product updates, business goals, and priorities; advocate for users with senior product support partners and product managers/engineers.
• Optimize content and associated workflows/multimedia using data, industry best practices, and experiment-driven insights. Measure and report on effectiveness of support content experiences.
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. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .