Apple Support Senior Manager, Social Channel Management

Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain


Posted: Nov 7, 2018
Weekly Hours: 40
Role Number: 114299359
The AppleCare Online Team is looking for a Senior Social Channel Manager to lead the development of social media learning content by working cross functionally to produce How-To videos and multi-media social posts. The Social Channel Manager leads a team who looks after the social media platforms, AC business affairs, Instructional design, social response/service delivery, and project management to produce premier how-to content for our customers. To be successful, you will work with partners across the business and requires superb collaboration, communication, organization and content production abilities. You will partner closely with video production teams, writing teams, content strategists, marketing, engineering and localization teams to meet the needs of a global audience and help develop new streams of learning-oriented content. We want a highly conceptual and strategic thinker.

Key Qualifications

  • 8+ years of experience working directly on digital content for brands
  • 2+ years running cross-functional teams
  • Deep understanding of digital platforms, content, and experiences
  • Experienced with digital analytics and KPIs
  • Previous experience in customer support and/or learning content development


Core Areas of Influence: - Digital Content and Experiences - Lead a team of 4 to develop premier rich media content delivered through multiple platforms - Content Reporting and Learnings - Consolidate insights and opportunities from content performance to help focus and grow future content and digital experiences. RESPONSIBILITIES AND EXPECTATIONS - You will run a dynamic, global cross-functional team of strategists, platform guides, producers, creatives, writers, and analysts to develop help and how-to media content for an extraordinary customer support experience. - You have a deep curiosity; is not satisfied with easy answers; drives issues and understanding to a root cause. - Self-aware and reflective in both productivity and performance. Leads self-improvement conversations with the team regularly. - Ability to communicate a compelling idea and gain acceptance from larger audiences. - Ability to deliver impactful presentations at all levels of the organization. - Represent the team across the company and guide strategic decisions for growth and expansion. - Develop and maintain a roadmap for experience, content, and platform expansion across digital platforms. - Help deliver excellence and maintain the quality of support content. - Lead and develop social and rich media strategy for a global audience. - Facilitate team growth, exploration, and education - Lead advanced planning and development of future programs. - Drive innovative social media strategy and a consistent support voice across owned social channels and other emerging platforms. - Work cross-functionally across Marketing, PR, Engineering, Sales, and other business units to identify and prioritize business objectives and goals for the team to better serve our customers. - Shown ability to lead multiple projects, partners, and personalities. - Ability to successfully handle multiple work streams and projects at the same time. - Insightful communicator with a tried ability to handle multiple partners and personalities. - Puts the customer first and can project themselves into their state of mind to tackle relatable issues in the product lifecycle. - Flexible and self-directed. - Focused and methodical approach to content development and project management. - Seeks opportunities to dedicatedly collaborate with internal teams across divisional lines.

Education & Experience

Additional Requirements