About the job

The Devices and Services Customer Care organization provides omni-channel customer support to users and partners across the globe through digital resources and communities, social outreach, and one-on-one care. We advocate for the customer and work closely with cross-functional partners across Google to make our products better and provide a radically helpful customer experience.

As a Content Project Manager, you will own the strategy and delivery of support content for a few hardware products and services. Your work will be an integral part of critical product launches and will directly impact the experience of users and agents across the globe. You will drive continuous process improvements and operational efficiencies in the creation and maintenance of support content and overall content strategy to make the content more impactful with each iteration.

Google's mission is to organize the world's information and make it universally accessible and useful. Our Devices & Services team combines the best of Google AI, Software, and Hardware to create radically helpful experiences for users. We research, design, and develop new technologies and hardware to make our user's interaction with computing faster, seamless, and more powerful. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, the Devices & Services team is making people's lives better through technology.

The US base salary range for this full-time position is $123,000-$191,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. 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.

Responsibilities

• Work closely with product stakeholders globally to define the content strategy and requirements for Google’s hardware products and services, and be an expert and trusted advisor on all things content.
• Collaborate within the organization to develop and publish content for internal and external audiences (e.g., help center and knowledge base articles, Google assistant responses, and announcements for support agents, and provide guidance to technical writers who create content).
• Improve the support journeys by providing effective self-service options leveraging rich media and troubleshooters for users and by enabling agents with the right resources to help users solve their issues.
• Conduct quantitative experiments and qualitative user studies to create the most effective content for our support agents and end users.
• Identify opportunities continuously to improve the content by tracking key performance metrics and using data analysis.