AppleCare Procedures and Bullet News Team

Austin, TX
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Posted: Jul 10, 2019

Weekly Hours: 40

Role Number: 200070902

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it

The AppleCare Training and Development (ACT&D) team is looking for an experienced manager to lead a team of content developers to create well-written, accurate, and compelling procedural content that supports AppleCare Advisors and AppleCare business goals

In addition, you will use your analytics skills and knowledge of information design to help the team evaluate its current knowledge management, content management, and communications strategies. You will also recommend-and implement-strategy changes and help oversee AppleCare-wide knowledge management efforts

Key Qualifications

  • Excellent leadership and management skills with a proven ability to take initiative, build a positive team environment, work as a team leader (member), and build collaborative relationships
  • Strong knowledge of user experience, information design, and web design
  • Experience with content-development processes, methods, and principles
  • Ability to quickly grasp complex technical concepts and make them easily understandable using text and imagery
  • Use creative thinking and knowledge of industry standard methodologies to recommend strategies to make procedural content more effective
  • Ability to identify, define, and analyze complex knowledge and content management issues as well as recommend and help implement solutions
  • Experience building and managing content in one or more content management systems such as Adobe Experience Manager
  • Experience with business process improvement and knowledge of business analytics tools
  • Experience collaborating with a cross-functional team to plan and update site content, style, and layout
  • Strong visualization skills with the ability to clearly communicate orally and in writing
  • Ability to work in a dynamic environment, build credibility with partners, work independently, and be proactive
  • Strong organizational and time-management skills, including the ability to prioritize projects and meet deadlines
  • Experience implementing and sustaining content that meets Web Content Accessibility Guidelines (WCAG) 2.0 standards
  • Experience authoring and localizing content for consumption by a global audience
  • Working knowledge of HTML5, CSS, and JavaScript
  • Able to travel domestically and internationally for three or more weeks throughout the year
  • Able to host and attend meetings within hours of operations for a worldwide partner population
  • Experience defining and implementing content taxonomies is preferred
  • Current or previous experience with Contact Centers is preferred
  • Knowledge of Search Engine Optimization (SEO) is preferred


You will be in charge of handling the day-to-day operations for the AC Procedures and Bullet*New team. You will manage and coach a team of experienced procedure developers to produce high-quality content based on business needs

The content must communicate complex information in a way that is engaging, informative, and easily absorbed. Content must accurately convey the desired behaviors, align with business goals, and be consistent with the Apple voice and the Apple style guide

In addition, you will use data analysis, end-user feedback, informational/technical/change-management skills to help the team develop, implement, and continually improve AppleCare's content and knowledge-management strategies and tools

Finally, you will collaborate with a strategic team of cross-functional partners to develop and sustain thoughtful knowledge-management, content-management, and communications strategies that meet identified business needs

Education & Experience

5+ years experience in a content management, knowledge management, information design, and/or technical writing role

2+ years experience leading technical writers, graphic designers, and/or other personnel in a contact center environment

Bachelor's degree in Library and Information Science, Information Management, Journalism, Communications, Graphic Design, Information Technologies, Marketing or another meaningful field preferred

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AppleCare Procedures and Bullet News Team

Apple, Inc.
Austin, TX

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Overall Rating: 213/220
Median Salary: $40,910

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