Content Developer and Strategist

Austin, Texas, United States
Support and Service

Summary

Posted: Oct 24, 2018
Weekly Hours: 40
Role Number: 114324990
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 Procedures and Communications team has an opening for a content developer and strategist. This position is based in either Austin, Texas or Elk Grove, California.

Key Qualifications

  • Exceptional writing, editing, and formatting skills
  • Able to express ideas clearly and concisely
  • Able to quickly grasp complex technical concepts and make them easily understandable
  • Able to juggle multiple projects on tight timelines
  • Able to work in a fast-paced environment, build credibility with partners, work independently, and be proactive
  • Able to maintain confidentiality around business projects
  • Real passion for providing a great user experience
  • Maintain an open, collaborative attitude while engaging with colleagues and business partners
  • Technical documentation experience (HTML and CSS experience is a plus)
  • Able to host and attend meetings within hours of operations for a worldwide partner population
  • Experience with project management, graphic design, and digital asset management is a plus
  • Current or previous experience with contact centers is a plus

Description

You will design and develop procedural content and communications for AppleCare Contact Center Advisors. This role requires you to: Work on projects of varying size that cross multiple Apple roles and business units Use data analysis, end-user feedback, and your knowledge of business processes to recommend and prioritize updates to existing procedures and propose new procedures Build and maintain strong partnerships with business partners, and Subject Matter Experts (SMEs) Take complex information and distill it down into clear, concise, and easily digestible content Determine the best way to convey information that Advisors can easily reference while supporting customers Synthesize requests and input from a wide variety of sources into a cohesive content plan Use your creative thinking to recommend strategies to make our content more effective Review data and content plans with business partners, and SMEs Lead conversations with content partners to find consensus and create timelines for content change and creation Regularly communicate project status to partners and management

Education & Experience

Bachelor's degree in a related field and 5+ years relevant work experience Master's degree in a related field and 3+ years relevant work experience Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Additional Requirements