Communications Manager, Customer Communications

**Minimum qualifications**:

- Bachelor's degree in a technical or communications field, or equivalent practical experience.
- 5 years of experience in program or project management.
- 5 years of experience in technical writing or writing executive-level communications regarding technical processes/services and products.
- Ability to communicate in English and fluently to support customer communications in this region.

**Preferred qualifications**:

- Technical aptitude, writing skills, and the ability to deliver accurate and jargon-free documentation in time-sensitive situations.
- Experience in an incident or crisis communications role and creating customer-facing communications.
- Experience documenting cloud infrastructure, or enterprise-class client/service software.
- Editorial, formatting, layout, and visual design skills.
- Experience creating corporate slide decks and adhering to corporate brand guidelines.
- Ability to work with CRM tools along with the ability to create and execute reports/dashboards.

**About the job**:
The Communications Manager is a key driver in communicating customer impacting incidents and executive-level customer escalations. Responsibilities include collaborating and partnering with the entire Google Cloud organization to drive communications of critical customer situations. In this role you will work closely with Engineering, SRE, Technical Support, Product Owners, and PR to ensure delivery of a unified support experience for customers. As a Communications Manager, you’ll 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.

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 stakeholders, coach and guide technical staff on writing best practices.
- Address in-document collaboration through comments and suggestions. Organize a conversation among stakeholders to facilitate resolution.
- Analyze feedback and incorporate it appropriately, exercise independent judgment and discretion. Seek guidance or escalate when facing ambiguous or relatively large roadblocks.
- Communicate regular updates to the relevant stakeholders to keep leadership informed of ongoing progress without prompting. Manage expectations and maintain good relationships with stakeholders with mínimal guidance.
- Incorporate feedback from relevant stakeholders (e.g., engineers, 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.