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.
The US base salary range for this full-time position is $141,000-$204,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn 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.
Qualifications
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.