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 working in global teams and with outsourced content production.
- Experience in building 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.
- Familiarity with AI-enabled tools for content management, editing or publication.
- Comfortable with emerging content formats (personalized, interactive, motion-based, AI-driven, etc.), experience design and content quality moderation.
- Proven ability to influence executive stakeholders and to communicate and collaborate well with cross-functional teams.
About the jobAs 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, AI-driven user support, agent knowledge base, etc.).
To learn more about gTech, check out our video .
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $140000 - $204000 (USD) 15% bonus target equity benefits
Learn more about benefits at Google .
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.
