Global Content Strategy Lead for User & Product Help

Google Inc.; Sunnyvale (CA); On-site; USD 140,000 - 204,000; Full time

Job summary

Google Inc. seeks a Content Strategist for gTech Users and Products (gUP) in Sunnyvale, CA. You will own the overall help and support strategy for users and customer care agents across multiple content channels (help center, AI-driven support, agent knowledge base, etc.).

The role requires a Bachelor’s degree or equivalent and 8 years of experience in content strategy and related areas. You will collaborate with global teams and cross-functional partners to improve content quality and impact and

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.

Responsibilities

• Design help content experiences for users, aligned with product and support goals, informed by customer knowledge, performer/ industry data, technical capabilities and journey insights.
• Use knowledge of cross-product interlocks to identify opportunities for content support across user journeys.
• Ensure creation and delivery of content for supported channels across locales; drive and moderate output of AI-enabled content creation or publishing tools as relevant, and provide feedback to optimize tools related to AI automation. Draft or publish content in exception cases.
• Act as the main contact point to understand how content can support product updates, business goals, and priorities; advocate for users with senior product support partners and product managers/engineers.
• Optimize content and associated workflows/multimedia using data, industry best practices, and experiment-driven insights. Measure and report on effectiveness of support content experiences.

Skills

Content strategy

Knowledge management

Knowledge design

Project management

Attention to detail

Education

Bachelor’s degree or equivalent

Job description

Google Inc. seeks a Content Strategist for gTech Users and Products (gUP) in Sunnyvale, CA. You will own the overall help and support strategy for users and customer care agents across multiple content channels (help center, AI-driven support, agent knowledge base, etc.).

The role requires a Bachelor’s degree or equivalent and 8 years of experience in content strategy and related areas. You will collaborate with global teams and cross-functional partners to improve content quality and impact and