Customer Experience & Support Pmm

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

Area Description:

The marketing team engages with every facet of the product's journey. From determining positioning, naming, competitive analysis, feature prioritization and external communications, you help shape the voice of the product and help it grow a consumer base. This means you work with a cross-functional team across Sales, corporate communications, legal, webmasters, product development, engineering and more. In this role, you'll be involved with product marketing strategy from beginning to end.

Role Description:

As the Customer Experience Product Marketing Manager on the GFiber Customer Marketing team, you will help create and drive customer facing help and support efforts to ensure GFiber customers receive timely, valuable communications across our various marketing platforms. You will play a key role in executing the program roadmap for Help Center content and how it is consumed across various channels including Web, Digital and In-App systems. You’ll work in partnership with our digital, brand and product strategy and customer support teams focused on improving the customer experience.

Responsibilities:

• Ensure customer marketing initiatives are represented across different help-based projects and act as the primary liaison between Customer Marketing and other cross-functional teams on those initiatives.
• Collaborate consistently on cross-functional projects for organization wide initiatives including new product launches, product updates and addressing customer pain points. Work to leverage and define insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for GFiber customers.
• Support the development of a roadmap for Help Center content and how it is syndicated across channels such as Web, Portal and internal knowledge bases.
• Manage the execution of customer support and communications programs & initiatives that enhance the GFiber customer experience, including Help Center content, transactional email and other marketing collateral.

Minimum Qualifications:

• 5 years of experience in a help or support content, user education content, technical writing or content strategy role.
• Experience with content management systems and software KMS and Lighthouse
• Experience utilizing research techniques to understand the customer journey, insight frameworks and analyze data into actionable feedback to drive engagement across products, services, and experiences.
• Experience driving product vision and cross channel communications.
• Experience in technical program/project management.

Preferred Qualifications:

• SEO experience.
• Previous experience working in devices and hardware or telecommunications.
• HTML experience.

The US base salary range for this full-time position is between $105,000-$154,000 + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.