Content Strategist, gTech Users and Products

Google

Sunnyvale, CA

JOB DETAILS
SKILLS
Artificial Intelligence (AI), Best Practices, Communication Skills, Content Development, Content Management, Content Management Systems (CMS), Cross-Functional, Customer Support/Service, Detail Oriented, Ecosystems, Equal Employment Opportunity (EEO), HTML (HyperText Markup Language), Knowledge Base, Knowledge Management, Leadership, Localization, Metrics, Multimedia, Problem Solving Skills, Product Engineering, Product Support, Project/Program Management, Publishing Software, Strategic Planning, Taxonomies, Technical Writing, User Experience Design (UXD), User Interface/Experience (UI/UX)
LOCATION
Sunnyvale, CA
POSTED
9 days ago

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 in building strategic 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.
  • Experience using generative AI tools to draft content or turn technical information into user-friendly content.
  • Experience using analytics to identify gaps and iterate on existing content/generate new content.
  • Familiarity with HTML, content management systems, taxonomy, and basic UX design principles.
  • Ability to influence senior 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, 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 - $205000 (USD) + 15% bonus target + bonus + equity + benefitsLearn more about benefits at Google.

Responsibilities

  • Design support content experiences for users, aligned with product goals and informed by customer knowledge, competitor/industry data, technical capabilities and journey insights.
  • Ensure creation and delivery of accurate, effective, high-quality content for all supported channels across locales; drive prompts and moderate output of AI-enabled content creation or publishing tools. Draft and publish content in exception cases where needed; provide feedback to technical teams to help improve functionality and efficiency of AI content drafting tools.
  • Stay up-to-date on best practices for “source-of-truth” information structure for consumption by AI tools
  • Collaborate with stakeholders for content project management and approvals; advocate for users with senior product support partners and product managers/engineers.
  • Optimize content and associated workflows/multimedia. 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.

About the Company

G

Google

Build for everyone

Since our founding in 1998, Google has grown by leaps and bounds. Starting from two computer science students in a university dorm room, we now have thousands of employees and offices around the world. These Googlers build products that help create opportunities for everyone, whether down the street or across the globe.

It starts with how we work together. We’re building a company where people of different views, backgrounds and experiences can do their best work and show up for one another. A place where every Googler feels like they belong.

So whether you develop new technology or creative campaigns, craft beautiful products or breakthrough partnerships, your work here is a chance to accomplish things that matter. Bring your insight, imagination, and healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.

Benefits

We strive to provide Googlers and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits are based on data, and centered around our users: Googlers and their families. They’re thoughtfully designed to enhance your health and wellbeing, and generous enough to make it easy for you to take good care of yourself (now, and in the future). So we can build for everyone, together.

Learn more about Google’s benefits on this site featuring Googlers’ experience.

How we Hire

Google’s hiring process is an important part of our culture. Googlers care deeply about their teams and the people who make them up. In order to  build for everyone, we know that we need a wide range of perspectives and experiences, and a fair hiring process is the first step in getting there.

Learn more about our hiring process.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer Software
EMPLOYEE BENEFITS
Paid Sick Days, Performance Bonus, Professional Development, 401K, Stock Options, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Life Insurance, On Site Cafeteria
FOUNDED
1998
WEBSITE
https://goo.gle/4dbno6V