APAC Online Help and Community Manager - Google - Tokyo

Job description
As the APAC Online Help Manager, you’ll lead teams to deliver world-class online help and community support services that are tailored to the millions of Google users in the APAC region. In critical markets across Japan, Korea, Southeast Asia and more, you will develop and guide an innovative, user-friendly support experience that helps build the Google Help brand and inspires users to get the most out of Google.

You will collaborate very closely with global teams to optimize and localize the Help Center experience, and also execute an effective community strategy across discussion forums and other platforms. You will scale proven best practices across teams in order to increase customer comprehension, product adoption, issue resolution and ultimately retention. You are an exceptional business leader with proven results and an experienced people manager who builds high performance teams, all while linking closely to Mountain View-based leadership.

Responsibilities
Ensure that Google support across Help and Community channels are optimized for the Asia-Pacific user base, and turn Google into an industry leader in this space.
Serve as a global business owner for the health and quality of scalable Google support for all consumer products (Gmail, Search, Maps, and more) and deliver on target success metrics.
Partner with global stakeholders and soundly represent the business needs and requirements of the APAC region (with regards to Help and Community tools, platforms, infrastructure, resources.)
Lead a high-performing team to deliver an effective online help and community experience for Google products: manage team’s priorities, and allocate work across the team, balancing user experience, product and support objectives with operational and technical capabilities.
Drive innovation within the Help and Community space through bold experimentation and effective communication and sharing across global teams.

Minimum Qualifications

BA/BS degree or equivalent practical experience.
10 years experience in internet services, technology, consulting.
Experience working in a matrixed organization.

Preferred Qualifications

MBA.
10 years of relevant experience in internet services, technology-related online help, consulting, product marketing, or customer service operations (customer-facing experience). Content management experience an added advantage
5 years managing and leading a team; ability to develop and inspire team members, and drive business results.
Excellent problem-solving skills and analytical capabilities, including using data to drive strategy and business action, sound business judgment.
Outstanding influencing and communication skills; ability to build strong relationships with cross-functional partners and influence senior leaders. Strong written skills, ability to review and guide content writers.
Strong focus on the customer, and exceptional influencing skills.

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