Community Management Senior Associate

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us

As a Community Management Senior Associate, you will be responsible for executing the support strategy for Product Experts, as well as managing our English Community operations (currently offered through Community Support forums) in your designated product(s). You will do this under the guidance and in close collaboration with our Community PgMs and will focus on growing an active and strong Community that will ensure a great user experience within our support channels. 

Position Responsibilities:

• Execute the scaled support strategy for Product Experts, as well as managing our English Community operations in your designated product(s). Build relationships with community contributors to provide a delightful self-help experience and support that scales. 

• Manage the Forums / Communities in designated product(s), including: Onboarding new experts, regularly engaging with current experts, managing expert's statuses and points, sharing appropriate comms and product info, helping prepare annual events for community experts.

• Identify top user issues and relevant insights for your language and communicate those to the User team / PV PSM as required. Perform user feedback or spikes diagnosis deepdive upon request.

• Drive forum performance and share weekly/Monthly/Quarterly insights reports with the product stakeholders. 

• Participate in the summit and lead breakout sessions related to product/program. 

• Coordinating localization of content to be published on relevant non-English language Forums for designated product(s)

• Develop Product Expert care and technical expertise, and be an enthusiastic ambassador to the Google Communities. Troubleshoot community experts' escalations and issues qualifying for direct support. Proactively monitor communities to identify trending issues or threads suitable for direct support. 

Minimum Qualifications

• Excellent written and oral communication skills

• 3 years of experience in customer-facing communications, community management, escalation handling.

• Good technical  knowledge of products like: Maps, Google Earth, GMB, Docs Suite, Calendar, Drive, Sites, Photos, Gmail, Accounts, Google Pay, Search, News, Blogger, Translate, Assistant, Play, Chrome, Chromebook, Android OS, Android TV, Google Fit, Wear OS, Duo, Google Fi, Messages, Hangout Classic, Meet, Chat, Pixel, Voice & Gemini

• Good knowledge of data deep dive and presentation skills. 

• Being a team player with a positive attitude and people skills

• Willing to work on night shift

Preferred Qualifications

• BA/BS degree or equivalent practical experience.

• Soft skills, Forums or Client management knowledge 

• Analytical and structured problem-solving capabilities

• Hands-on experience in managing 1:many issues or multiple clients while being able to prioritize highest valuable actions across the supported Experts

• Experience in one or more of the following product areas: Maps, Google Earth, GMB, Docs Suite, Calendar, Drive, Sites, Photos, Gmail, Accounts, Google Pay, Search, News, Blogger, Translate, Assistant, Play, Chrome, Chromebook, Android OS, Android TV, Google Fit, Wear OS, Duo, Google Fi, Messages, Hangout Classic, Meet, Chat, Pixel, Voice & Gemini 

• Strong experience in analyzing, troubleshooting, and resolving user-reported issue

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

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

Thanks for your interest in this opportunity Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-