Google Operations Center

Community Management Senior Associate - Community Management

IN-HYD-SAR1, IN · Senior

Sponsorship not specifiedDetected 70 days ago

AndroidCommunicationCollaborationProblem Solving

About the role

We work hard, we play hard, and we want you to join us!
To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes.
Please do not forward resumes to our jobs alias, GOC employees, or any other organization location.

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.
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.
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.
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
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

3 years of experience in customer-facing communications, community management, escalation handling.
Good knowledge of data deep dive and presentation skills.
Identify top user issues and relevant insights for your language and communicate those to the User team / PV PSM as required.
To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

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
Strong experience in analyzing, troubleshooting, and resolving user-reported issue

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.

We support you with competitive wages and with 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

ment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protec

This listing is sourced directly from Google Operations Center's careers page and normalized into a canonical job model.