Job
Description
Join Us! 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 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 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 We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. 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. If you have a disability or special need that requires accommodation, please let us know. Show more Show less
