Communications Manager, Customer Communications (Valle de Chalco Solidaridad)

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 mo