Content Strategist, gTech Users and Products

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).

As a Content Strategist, 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, 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 end user support content experiences aligned with core product goals, customer knowledge, performer data, technical capabilities, and comprehensive user journey insights across product ecosystems and platforms.
• Utilize cross product interlocks to identify content support opportunities across user journeys while optimizing content, workflows, and multimedia through data and experiment driven actionable customer experience insights.
• Ensure delivery of accurate, effective, high quality content across locales, driving prompts and moderating outputs for automated generation and publishing tools across all supported communication support channels.
• Draft exception content, provide technical feedback to improve creation tool functionality, and maintain source of truth information structures engineered for seamless ingestion by artificial intelligence software systems.
• Collaborate with key stakeholders on content project management, advocate for user needs to engineering partners, and measure and report experience effectiveness directly to executive leadership teams.

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 projects.

Preferred qualifications:

• Experience using analytics to identify gaps and iterate on existing content/generate new content.
  
• Experience using generative AI tools to draft content or turn technical information into user-friendly content.
• 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 HTML, content management systems, taxonomy, and basic UX design principles.
  
• Proven ability to influence executive stakeholders and to communicate and collaborate well with cross-functional teams.