- Entry level
- No Education
- Salary $18,000.00 - $30,000.00 unpaid work
- Mountain View
Bachelor's degree or equivalent practical experience.
4 years of experience in customer-facing communications, community management, customer service, marketing communications, and/or program management.
1 year of experience managing social media or forums for a brand.
Experience developing and managing processes as part of a social media operations team, working cross-functionally with internal teams and stakeholders.
Experience in brand, marketing, or copywriting, writing brand content for social media.
Excellent project management and written and verbal communication skills.
Experience using social media/marketing tools (i.e., Sprinklr, Conversocial, Lithium, etc.).
Experience running data analysis, including volume forecasting, and social media insights reporting (eCrimson Hexagon, etc.).
Ability to operate calmly and maintain good judgment in fast-paced environments.
About the job
Google’s Consumer Operations team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.
As the Social Operations Lead, you'll manage reactive messaging workflows and initiatives for anyone talking about our brand and products on social media, focusing on support cases. You’ll develop and manage internal processes to keep our agents on-message, as well as write copy and directly respond for high-profile engagements, leading our brand while developing insights on how we can make our products better.
In this role, you will rely on excellent communication skills and the ability to understand complex issues and effectively explain them via written, and often short, copy. You will use your creativity to come up with compelling new ways for Google to connect with our fans, customers, and brand influencers. You have operational savvy and are tech savvy, a ‘get it done’ personality, and great collaboration skills.
Google's mission is to organize the world's information and make it universally accessible and useful. Our Hardware team researches, designs, and develops new technologies and hardware to make our user's interaction with computing faster, more powerful, and seamless. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, our Hardware team is making people's lives better through technology.
Manage reactive communications from made by Google/Nest support, including high-profile conversations related to Product, Policy, and PR.
Manage multiple teams of agents (global locations) providing customer support on key existing social media channels and drive innovation in our strategy for emerging channels.
Be the primary point-of-contact for emerging issues, sensitive communications, and top influencers to ensure all communications are addressed with quality and brand voice.
Produce operational productivity reports, and social media listening reports, to help us run an efficient operation and surface the voice of the user.
Execute on new communication and engagement strategies.
About the company
Google is not a conventional company, and we don't intend to become one. True, we share attributes with the world's most successful organizations - a focus on innovation and smart business practices comes to mind - but even as we continue to grow, we're committed to retaining a small-company feel. At Google, we know that every employee has something important to say, and that every employee is integral to our success.
We provide individually-tailored compensation packages that can be comprised of competitive salary, bonus, and equity components, along with the opportunity to earn further financial bonuses and rewards. Googlers thrive in small, focused teams and high-energy environments, believe in the ability of technology to change the world, and are as passionate