Content Strategist - Mac OS

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

Summary

Posted: Oct 18, 2018
Weekly Hours: 40
Role Number: 114373046
The people here at Apple don’t just create products - they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspire 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 Online Support team is searching for a Content Strategist to lead the planning and creation of content driven experiences within Mac OS. This is an excellent opportunity to improve the experience by mapping customer intents to targeted content that is optimized for Mac OS usage. Your results will provide creative solutions that ensure an extraordinary experience with our products. Acting as the authority, you will build content strategy and plans using analytically derived ideas along with a deep understanding of Apple products and how customers find, consume, and digest support content. You will identify content gaps and low performing areas and prioritize those for improvements. You will move fluidly from the big picture to the smallest detail while utilizing your analytical skills to ensure the content is tightly aligned with the customer and cross functional team needs. Your ability to collaborate will ensure success when you engage content writers, design/UX teams, other content strategists, and product owners with creative, research-based content plans that shape content structure, visuals, and tone. Location: Sunnyvale, CA preferred or Austin, TX

Key Qualifications

  • 5 years of related work experience with a Bachelor's degree in communication, online analytics or human-computer interaction preferred
  • In depth knowledge of Apple products and services with expert support, services and or technical knowledge of Mac OS
  • Exceptional communication and project management abilities
  • Knowledge of support contact center processes and the application of knowledge and communications within them
  • Experience with CMS and ticketing systems
  • Amazing research, analytical, and decision-making skills
  • Ability to juggle multiple tasks for several projects at the same time, often on short timelines
  • Familiarity with the use of taxonomy for content management

Description

As a successful content strategist, you will focus on serving the needs of Apple customers by making support content easier to find, use and understand. - You will create and plan Mac OS content for use on desktop, mobile, and other apps and channels - You will synthesize requests and inputs from a variety of sources into a cohesive content plan - You will use of a combination of data analysis and creative thinking to develop the best approach for content optimization - Use data to prioritize when we create/update content and recommend strategies to make our content more effective - Review data and content plans with marketing, writing and engineering teams - Lead conversations with content partners to find consensus and create timelines for content change and creation - Track key critical metrics to measure content effectiveness and develop improvement plans as needed - Build and maintain positive relationships with marketing, legal, engineering, production/writing/editorial, and retail teams - Communicate project status regularly to cross-functional teams and senior managers

Education & Experience

Bachelor’s degree in communication, online analytics, or human-computer interaction preferred 5 years of related experience with a Bachelor's degree

Additional Requirements