Content Strategist

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.).

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 .…