Content Strategist, Gtech Ad Customer Support

**Minimum qualifications**:

- Bachelor’s degree or equivalent practical experience.
- 5 years of experience working in content, technology, support operations, or related fields.
- Experience in content strategy, management principles, and data analysis.

**Preferred qualifications**:

- Experience formulating data-driven proposals and communicating the success of launched initiatives.
- Experience working with stakeholders in Product and Engineering teams with a tech-first mindset, influencing outcomes, and driving measurable results.
- Knowledge of Google Ads and related ads products.
- Familiarity with AI-powered content strategy tools and technologies.
- Ability to manage multiple complex projects simultaneously while working with geographically dispersed, cross-functional teams and thriving in an often ambiguous environment.

**About the job**:
The Digital Transformation team empowers our customers, partners and support agents globally with accurate, comprehensive, discoverable, and easily consumable knowledge on our advertiser and merchant solutions across all scaled support surfaces. Our team supports customers self-help experience through an array of scalable solutions. Our efforts are rooted in our content and product expertise and our thorough understanding of customers complex needs and content strategy best practices. Whether the answer is a bespoke solution to solve a problem for a specific customer segment, or a new solution that can scale across the ecosystem, everything we do ensures our customers benefit from the full potential of Google’s scaled surfaces-based self-sufficiency solutions.

As a Content Strategist, you will be at the forefront of launching user-centric self-help solutions, including the latest Generative AI powered capabilities.

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.

To learn more about gTech, check out our video.

**Responsibilities**:

- Work closely with cross-functional stakeholders to define strategy and align on requirements before piloting and scaling content solutions, including AI-powered tools for content creation, optimization, and personalization.
- Drive ongoing refreshes of existing content solutions for top user issues and customer journeys to support new product launches and optimize content in priority areas.
- Analyze data across surfaces including product, help center, chatbot and support cases, analyzing trends, establishing KPIs based on usage, effectiveness, to drive content strategy.
- Remain up-to-date on content best practices through user research and A/B testing to iterate on content guidelines and structure as needed to optimize for a seamless user experience.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.