Content Strategist

Content Strategist, gTech Users and Products

Google is seeking a Content Strategist to join the gTech Users and Products (gUP) team. 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).

About the Role

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, including the help center, agent knowledge base, and agent-facing training. 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.

Responsibilities

• Develop a holistic understanding of all gUP-supported content for one or more products.
• Develop and drive overall content strategy, focused on user issues and product roadmap.
• Work closely with the Content Creation team to ensure creation and delivery of accurate, effective content for supported channels.
• Collaborate with stakeholders for content approvals.
• Identify opportunities to optimize content using data, industry best practices, and experimentation.
• Synthesize content insights, guiding principles, and best practices to advocate for the best user experience.
• Partner with gTech Users and Products (gUP) Product and Analytics teams to conduct experiments and user studies to understand user journeys and create the most effective content for end users, partners, and customer care agents.

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in content strategy, business strategy, or related project/program management.

Preferred Qualifications

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 3 years of experience in a technical leadership role with or without direct reports.
• Experience leading multiple, time-sensitive projects with competing priorities while working independently, with high attention to detail.
• Ability to influence others, and communicate and collaborate well with cross-functional teams.

Equal Opportunity Statement

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.

Key skills/competency

• Content Strategy
• Product Strategy
• Project Management
• User Experience (UX)
• Data Analysis
• Cross-functional Collaboration
• Technical Leadership
• Content Creation
• Customer Support
• User Journeys