Google Program Manager, Product Experts Community Engagement in Boulder, Colorado
Bachelor's degree or equivalent practical experience
7 years of experience in customer support or product operations, including 3 years of experience in community management
Experience experimenting with scalable methods to build user engagement in communities (e.g., gamification, marketing outreach, etc.)
Experience in stakeholder management with executive leadership.
Experience navigating ambiguity and stakeholder complexity
Experience with event planning
Experience with quantitative/qualitative approaches to making business decisions, and the ability to create compelling recommendations based on a variety of inputs
Excellent written and verbal communication skills, including a demonstrated passion for engaging with and building user communities
At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences. gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.
At gTech’s Users and Products team, we manage Google's Product Experts program. We provide engagement, events, and policy/legal strategies across Google to ensure that our Product Experts have access to the best information Google can provide, empowering Experts to engage with other users who are seeking help in our community forums.
This role is critical to our efforts to recruit, onboard, and retain new Product Experts. You will drive key programs to deliver virtual experiences, plan events, engage directly with Product Experts, and advocate for their needs with our product and engineering stakeholders. You will also participate in broader team initiatives to meet users where they are, provide support in modalities, and drive a more efficient support experience.
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 (https://www.youtube.com/watch?v=HcjR6ZngQcw) .
(Colorado only*) Minimum salary of $106,000 + bonus + equity + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
Create and deliver scalable programs to recruit and retain Google Product Experts
Deliver engaging, robust, virtual events and webinars, especially focusing onboarding new Product Experts, and support team efforts to deliver in-person events globally
Create and execute a robust, consistent, and sustainable communications plan for external/internal audiences to share updates, build enthusiasm, and ensure that Product Experts feel a sense of regular engagement with the Product Experts Program team
Engage with the Product Experts community to understand their needs and advocate for them with key internal stakeholders (e.g., Product Areas, Engineering, and community managers)
Build communities and engagement models with a Diversity, Equity, and Inclusion lens to ensure we're creating safe engagement spaces for users
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 (https://careers.google.com/eeo/) 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 (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .
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