Japan Community Manager - Consumer Operations - Google - Tokyo

Job description
The Japanese Content and User Education Specialist (CUES) is an in-language reviewer, editor and writer for content that millions of international Google users will rely on each day. Consumer help content strives to resolve user issues while encouraging more active and savvy users of Google products. In this role, you will contribute to global user education initiatives while tailoring for market-specific needs. You will work cross functionally with Product Management, User Experience, Marketing, PR and Legal for market- or language-specific user issues and have direct insight into upcoming product features and launches. You will craft and/or edit Google Help Center articles, make recommendations to improve the user’s online customer service experience (eg, personalization rules, SEO, quality reviews), as well as deliver high quality content (eg, guided flows, troubleshooters). You will also hone your own basic web development, information architecture and analytics skills. As a functional expert, you will develop and export best practices related to localization, rich media and SEO processes that impact tools, internal workflows and processes.

Responsibilities
Represent Google by actively driving, growing and managing a Japan Google product community, building healthy relationships with community power users and influencers, and engaging directly with users, online and offline. Develop, own and execute community strategy for your product team; contribute to Google’s overall community strategy.
Guide power users and influencers to represent Google well through relationships, coaching, training and problem-solving. Ensure user questions receive quality, timely answers by working with power users to respond and responding directly when appropriate.
Evangelize our products and educate our users via forums, events, webinars and potentially social media, blogs, or external communications channels. Manage forum hygiene by reducing spam, duplicate discussions, and directing power user workflows.
Own, understand and report on community health and success. Analyze quantitative and qualitative feedback to identify trends and insights into user needs.
Lead new innovations in community programs, including process improvements, best practice sharing and measuring and driving community health metrics.



Minimum Qualifications

Bachelor's degree or equivalent practical experience.
4 years of experience in technology, journalism, education, support operations, marketing, and/or consulting
Must speak and write in English fluently and idiomatically.


Preferred Qualifications

3 years of experience in online user to user support, social media, or marketing communications for consumer-focused communications.
Experience developing online community or social strategy, understanding of social media.
Ability to work effectively cross-functionally with proven track record of driving results.
Ability to translate complex technical ideas into simple, easy to understand content for our users.
Excellent problem-solving skills, business judgment, strategic and analytical capabilities Strong judgment in navigating and resolving sensitive situations
Strong native command of writing and editing content in Japanese that is inspiring, benefit-oriented, consumer-focused and empathetic, and representative of the Google voice

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