Content Strategist, gTech Users and Products

Google • Boulder, CO

4d

About The Position

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).

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 (help center, agent knowledge base, agent-facing training, 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.

Requirements

• 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 while working independently.

Nice To Haves

• Experience in building strategic content plans, analyzing metrics, and reporting on content effectiveness.
• Experience with design and content quality moderation.
• Experience working in global teams and with outsourced content production, including familiarity with AI-enabled tools for content management, editing or publication.
• Proven ability to influence senior stakeholders and to communicate and collaborate well with cross-functional teams.
• Ability to distill technically complex and cross-product features and user issues into digestible user content strategy.
• Comfortable with emerging content formats (personalized, interactive, motion-based, AI-driven, etc.).

Responsibilities

• Design help content experiences for users, aligned with product and support goals, informed by customer knowledge, competitor/industry data, technical capabilities and journey insights.
• Use knowledge of cross-product interlocks to identify opportunities for content support across user journeys.
• Work closely with our production team to ensure creation and delivery of accurate, effective, high-quality content. Drive and moderate output of AI-enabled content creation and/or publishing tools as relevant.
• Collaborate with stakeholders for project management and approvals. Act as the main contact point to understand how content can support product updates, business goals and priorities, and advocate for users.
• Target opportunities to optimize content and associated workflows/multimedia, using data, industry best practices, and experiment-driven insights. Report on effectiveness of support content experiences for product areas, including executives.

Benefits

• bonus
• equity
• benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior