Jobs

  1. About Google
  2. Jobs
  3. Locations
  4. Mountain View (Global HQ)
  5. Product & Customer Support
  6. Consumer Operations, Content and User Education Specialist (Google Plus)

Consumer Operations, Content and User Education Specialist (Google Plus)

Location: Mountain View (Global HQ)

Team: Product & Customer Support

Apply now

Hi there! We've updated our Jobs site and added some new features to improve your experience. Show me.

This position is based in Mountain View, CA.

The area: gTech (general)

The Google Technical Services (gTech) team serves as the primary point of contact for our global Sales, Business Development, and Partnerships teams to support our sales organization across all products. We provide tools so that our sales teams can focus on generating revenue and leverage our strong relationships with Googles Tech teams to enable our sales organization to do multi-solution selling, launch and support new products, and help and engage our users.

The role: Consumer Operations, Content and User Education Specialist (Google Plus)

The Consumer Operations team is all about focusing on the user. You work on our flagship consumer products like Gmail, Chrome, Android and Google+ to actively support global users through help centers and online communities. You are a Google guru. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation. In this highly cross-functional role, you are the voice of our users and problem-solve with the Product, Marketing, Legal and Engineering teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.

The Content and User Education Specialist (CUES) is an editor and writer for content that millions of Google users will rely on each day. This content helps resolve product issues and supports and encourages more active and savvy users of Google products. You will own and drive our user education strategy for products like Gmail, Blogger, Android and Maps. You will work cross functionally with Product Management and Engineering, Marketing and PR teams and have direct insight into upcoming product features and launches. You will craft Google Help Center articles, implement new features to make the user experience more engaging as well as create and deliver high quality content. You will also hone your own basic web development and analytics skills.

Responsibilities:

  • Create compelling written and rich media help content
  • Develop and drive overall user education strategy with Product, Engineering and Marketing teams to boost user engagement and product usage
  • Analyze user behavior data to optimize the user experience across thousands of Help Center pages
  • Oversee localization process and develop strategy for helping users worldwide
  • Drive efficiency through automation and workflow improvements

Minimum qualifications:

  • Bachelor's degree. In lieu of degree, 4 years relevant work experience in technology, journalism, education, support operations, and/or consulting.

Preferred qualifications:

  • Excellent project manager and self-starter, with the ability to work independently and on multiple initiatives at the same time.
  • Ability to work effectively cross-functionally with proven track record of driving results.
  • Ability to translate complex technical ideas into simple, easy to understand content for our users.
  • Outstanding verbal and written communication skills.

The Big Picture

Mountain View (Global HQ)

Want to stop talking about changing the world and actually do it? At Google Mountain View, our global headquarters, we make products for hundreds of millions of users around the world that change the ways they create, share, communicate, collaborate and do business.

Location: Mountain View (Global HQ)

Product & Customer Support

Turn product innovations into client solutions.

Team: Product & Customer Support

Consumer Operations, Content and User Education Specialist (Google Plus)

Location: Mountain View (Global HQ)

Team: Product & Customer Support

Apply now

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other company location. Google is not responsible for any fees related to unsolicited resumes.

At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer.