Senior Leader; AppleCare Digital Content, Web Production and Video

Cupertino, CA 95014
  • Job Code
    200254049
Summary

Summary

Posted: Jul 20, 2021

Weekly Hours: 40

Role Number:200254049

AppleCare Digital is a vital component of the broader AppleCare organization and is a key pillar in delivering ...Summary

Summary

Posted: Jul 20, 2021

Weekly Hours: 40

Role Number:200254049

AppleCare Digital is a vital component of the broader AppleCare organization and is a key pillar in delivering success to billions of customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Apple innovation grows and customer preferences for support and service evolve, we expertly create new digital offerings to ensure we are serving our customers in the most intuitive and seamless ways imaginable.

The leader of AppleCare Digital's Content, Web Production and Video organization is responsible for managing a broad portfolio of content, video, and site experiences for users of Apple products and services. This world class portfolio is well established, deeply valued by our customers, and serves as a critical point of engagement in ensuring each users enjoyment and success. This role is an opportunity to build on a strong foundation and continue to support our world-class support and service experience.

The ideal candidate is a seasoned leader with a proven track record of delivering digital self-service content, video, and web experiences globally. The successful candidate will have the ability to be highly strategic while also leading and expanding a focused content and production organization. The individual will have a high sense of urgency, a strong executive presence, and an outstanding history of partnering with internal partner teams to deliver industry-defining digital support/service.

Key Qualifications

  • 15+ years experience in Customer Support, Content, Social Media or a combination of functions
  • 10+ years leadership experience in Digital
  • 10+ years interacting with and influencing executive leadership
  • 5+ years building and delivering online support experiences
  • 5+ years experience managing content development and video production for end customers
  • Strong understanding of content management systems
  • Knowledge of SEO and web/content/social engagement metrics

Description
- Is a thought leader, stays abreast of digital experiences, content, social and video trends in customer support and service
- Partners with cross-functional teams to deliver a world-class digital support and service experience across our channels, creating customer advocacy with every engagement
- Drives key operational KPIs and sets up the team to exceed customer expectations
- Is deeply vested in the success of every member of the organization, providing opportunities for development while ensuring accountability to each other as well as our customers
- Builds highly effective, collaborative relationships with peers on the team and throughout AppleCare and Apple
- Builds positive relationships and alignment with key leaders across the company
- This key leader always looks for new ways to make things better for our customers, employees and our team culture
- Puts customer experience first and embodies the values of Trust, Inclusion, Integrity, and Innovation

Education & Experience

Bachelors degree

Additional Requirements

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Senior Leader; AppleCare Digital Content, Web Production and Video

Apple, Inc.
Cupertino, CA 95014

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