Experienced Customer Experience Product Marketing Manager – Driving Customer Support and Engagement for GFiber's Growing Customer Base
About GFiber
At GFiber, we're passionate about revolutionizing the way people connect and experience the internet. As an Alphabet company, we're committed to bringing Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our mission is to empower communities, foster growth, and make a lasting impact on the lives of our customers. We're not just building a better internet experience; we're building a welcoming place where talented individuals can grow their careers and make a difference.About the Role
We're seeking an experienced Customer Experience Product Marketing Manager to join our Customer Marketing team. As a key member of our team, you'll play a vital role in shaping the customer experience and driving customer support efforts to ensure our customers receive timely, valuable communications across our various marketing platforms. You'll work closely with cross-functional teams, including digital, brand, and product strategy, as well as customer support, to improve the overall customer experience.Responsibilities
As the Customer Experience Product Marketing Manager, you'll be responsible for:- Developing and executing customer-facing help and support efforts to ensure timely, valuable communications across our various marketing platforms.
- Managing 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.
- Collaborating on cross-functional projects for organization-wide initiatives, including new product launches, product updates, and addressing customer pain points.
- Defining insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for GFiber customers.
- Supporting the development of a roadmap for Help Center content and how it's syndicated across channels such as Web, Portal, and internal knowledge bases.
- Ensuring customer marketing initiatives are represented across different help-based projects and acting as the primary liaison between Customer Marketing and other cross-functional teams on those initiatives.
Minimum Qualifications
To be successful in this role, you'll need:- 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 KMS software (e.g., Lighthouse, etc.).
- 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
While not required, we're looking for candidates with:- Strategy and operations background, in-house or as a consultant.
- HTML experience.
- SEO experience.
- Previous experience working in devices and hardware or telecommunications.
What We Offer
As a valued member of our team, you'll enjoy:- Competitive base salary range of $105,000-$154,000, plus bonus, equity, and benefits.
- Opportunities for growth and development in a dynamic and inclusive environment.
- Flexible work arrangements to support work-life balance.
- Access to cutting-edge technology and tools to drive innovation and success.
- A commitment to diversity, equity, and inclusion in the workplace.