Communications Manager, Customer Communications

5 months ago

Waterloo, Canada Google Full time

**Minimum qualifications**:

- Bachelor's degree in Technical or Communications field, or equivalent practical experience.
- 7 years of experience in technical writing or writing executive-level communications regarding technical processes/services and products.
- Ability to communicate in English fluently.

**Preferred qualifications**:

- Experience documenting cloud infrastructure, or enterprise-class client/service software.
- Experience creating corporate slide decks and adhering to corporate brand guidelines.
- Experience in an incident or crisis communications role and creating customer-facing communications.
- Experience in working as part of a collaborative global team.
- Ability to work with CRM tools, create and execute reports/dashboards.
- Excellent technical aptitude, writing, editorial, formatting, layout, and visual design skills.

**About the job**:
At Google Cloud Support, our Cloud Customer Communications team is focused on the customer experience, constantly seeking to improve our customer-facing communications to provide greater value for our customers. We partner closely with cross-functional teams within Google, including Developer, Public Relations, and Legal.

As a Communications Manager, you will join a team of professional writers to draft clear, professional, and empathetic customer-facing communications. These communications are created for Google Cloud customers after customer-impacting events such as service disruptions or service outages. You will communicate customer impacting incidents and executive-level customer escalations. You will be responsible for collaborating and partnering with the entire Google Cloud organization to drive communications of critical customer situations. You will work closely with Developer, Site Reliability Developer, Technical Support, Product Owners, and Public Relation to ensure delivery of a unified support experience for customers.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

**Responsibilities**:

- Create clear, concise, technically accurate communications in collaboration with executive stakeholders. Coach and guide executive technical staff on writing best practices.
- Communicate regular updates to the relevant stakeholders to keep leadership informed of ongoing progress without prompting.
- Incorporate feedback from relevant stakeholders (e.g., developers, product managers, etc.) to align content and create a clear, readable, and comprehensive narrative.

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 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.

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