The Digital Transformation team provides Google’s customers, partners, and support agents with accurate, discoverable, and consumable knowledge for Google Ads and Merchant solutions. We design the self-help experiences rooted in content expertise and a deep understanding of user needs.
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.
Responsibilities
- Own the content strategy within a specific product area, aligning content development with product road maps and prioritizing high-impact launches, turn business goals into content solutions.
- Drive the success of AI-powered solutions by mapping user intent to specific content solutions. You will translate business requirements into precise AI instructions (prompts) and monitor model behavior to ensure responses are grounded in fact and aligned with Ads product logic.
- Develop and refresh high-quality content solutions (text, video, interactive AI) for top user issues and customer journeys within your priority product areas.
- Analyze metrics and customer insights across product and support surfaces to deliver strategy recommendations tailored to your product area, Optimize cross-surface content using industry best practices, data insights and experimentation.
Qualifications
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in technical project management, content strategy, or a customer-facing role.
- Experience using AI-powered tools for content creation.
- Experience in managing multiple, time-sensitive project schedules.
Preferred qualifications:
- Master’s degree in Business, Communications, Statistics, Engineering, or a related field.
- 8 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
- 3 years of experience in a technical leadership role (with or without direct reports), along with the ability to influence cross-functional teams and integrate strategy with product/engineering road maps.
- Knowledge of the Google Ads ecosystem and product suite and understanding of Generative AI guardrails, including experience identifying and mitigating risks such as hallucinations or grounding issues to ensure data reliability.