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User Education and Outreach Specialist

Argentina, AR - Information Services, Internet

Google's brand is only as strong as our users' trust--and their steadfast belief that our guiding principles are what's best for them. Our Product Quality Operations team has the critical responsibility of protecting Google's users by ensuring online safety by fighting web abuse and fraud across Google products like Search, Maps, AdWords and AdSense. On this team, you're a big-picture thinker and strategic leader. You understand the user's point of view and are passionate about using your combined technical, sales and customer service acumen to protect our users. You work globally and cross-functionally with Google developers and Product Managers to navigate challenging online safety situations and handle abuse and fraud cases at Google speed (read: fast!). Help us prove that quality on the Internet trumps all.



Your primary responsibility as a User Education and Outreach Specialist is to ensure that the voices of millions of Google users and partners are heard. You will lead outreach efforts with other Googlers to drive forward our message and promote user protection. You will craft external communications, represent Google at external events to directly interact with users, customers, and other third party organizations, and drive large projects across the company. In every setting you are the champion of the user, promoting and educating others on user protection.



Responsibilities

• Develop a voice for user protection, and effectively set standards and goals for user and customer facing communications.


• Craft written communications, help centers, blogposts and other external collateral evangelizing and educating on user protection and safety.


• Represent Google user protection efforts at external events and Product Quality Operations within Google, interacting directly with Google users and stakeholders.


• Design and drive complex projects across the company with a high impact on user satisfaction.


• Manage relationships with key cross-functional partners in Sales/Customer Support, Legal, PR and Public Policy.


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  Minimum qualifications
  


• BA/BS degree or equivalent practical experience.


• 5 years of experience in a customer service analytics, project management, PR, Communications, or Marketing role: user research and analytics, support operations, user experience, managing public relations/marketing/communications, driving cross-functional change and project management.


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  Preferred qualifications
  


• Master's degree or PhD in related field.


• Mastery in communications (written and verbal), proven experience writing professional content and public speaking (providing trainings, speeches, etc.).


• Experience in digestion of qualitative and quantitative research studies and experiments, using data to drive decision making and develop high impact project designs.


• Relevant industry experience or knowledge of Google's products and services.


• Some experience in both quantitative and qualitative data analysis and research (spreadsheet software, SQL, Surveys, etc.).


• Excellent influencing and negotiation skills with the ability to work effectively with multiple stakeholders at various levels. Ability to work effectively cross-functionally with proven track record of driving results.


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  Area
  
  
  
  At Google we work hard to earn our users’ trust every day. Gaining and retaining this trust is critically important to Google’s success. We defend Google's integrity by fighting spam, fraud and abuse, and develop and communicate state-of-the-art product policies. The PQO team reduces risk and protects the experience of our users and business partners in more than 40 languages and across Google's expanding base of products. We work with a variety of teams from Engineering to Legal, Public Policy and Sales Engineering to set policies and combat fraud and abuse in a scalable way, often with an eye to finding industry wide solutions. PQO team members are motivated to find innovative solutions, and use technical know-how, user insights and proactive communication to pursue the highest possible quality and safety standards for users across Google products.
  
  
  
  Product & Customer Support
  
  
  
  No salary provided
  
  
  
  Posted July 24, 2014 at 08:34AM from LinkedIn http://ift.tt/1lz5c6j
  
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