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Google Content Strategy Manager, Google Ads in Chicago, Illinois

Minimum qualifications:

  • 7 years of experience in content strategy, content marketing, tech writing, instructional design, or a learning and development role.

  • 3 years of experience managing or leading people or teams.

  • Experience with communicating, presentation writing, and delivery across all levels of stakeholders.

Preferred qualifications:

  • Knowledge of Google Ads and/or digital marketing.

  • Distinctive problem solving and analytical skills.

  • Demonstrated interest in improving customer experience.

  • Demonstrated innovation in the help, content, or education space.

  • Demonstrated flexibility and ability to work in a fast-changing environment.

  • Vision and passion for user focused content strategy and the role it plays in driving education and support.

gTech’s Product and Tools Operations team (gPTO) leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. gPTO partners closely with gTech’s Support, Professional Services, Product Management, and Engineering teams to innovate and simplify our Ads products and build the productivity tools ecosystem for gTech users.

The Ads Content Strategy team creates and optimizes help content to educate and support our users (external content for advertisers and internal content for support agents), across multiple platforms. We deliver exceptional customer experiences through user focus, content quality, and stakeholder support. We believe in keeping our diverse users at the forefront of our work. We provide easy-to-understand help content experiences that educate and empower our advertisers. Our help content serves support teams create and maintain a trusted source of internal support documentation, and we collaborate with product stakeholders to create and update user-focused help content for Google Ads products.

As a Content Strategy Manager on the Ads Content Strategy team, you will own content strategy and development for critical help and knowledge platforms that are a key piece of gTech’s customer support strategy. You will own the challenge of determining how to rapidly create content for both internal and external audiences while spearheading a long-term strategy for content consistency.

You and your team will work and collaborate with Global Product Leads, Product Operations Managers, and UX to develop and optimize the help experience to enable users to effectively use Google’s Ads offerings.

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.

  • Manage and lead a team of both Googlers and vendors, develop and execute a vision for content strategy and customer experience, optimize workflows and processes, to achieve goals and key quality and output metrics.

  • Develop capacity and prioritization planning tools and processes that enable support for content development, supporting both new product launches but also optimization of content in key priority areas.

  • Manage stakeholder relationships with partner teams to ensure effective collaboration, transfer of knowledge, and feedback loops are optimized.

  • Connect content strategy and development work to develop, track, and deliver against key success metrics such as self help, user proficiency, average handling time, and contact rate.

  • Collaborate cross functionally with education focused teams in Sales, Marketing, and Product to ensure consistency for users and work to build an integrated education experience across touchpoints.

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 this form.