Procedures Authoring Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200183355
The people here at Apple don’t just build 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 Procedures Development (ACT&PD) team is looking for an experienced manager to lead a team of content authors who create well-written, accurate, and compelling procedural content that supports AppleCare Advisors and AppleCare business goals. You will utilize your analytics skills and expertise in information design to evaluate the team's knowledge management, content management, and communications strategies. You will also recommend and implement authoring quality changes and help coordinate AppleCare-wide knowledge management efforts.

Key Qualifications

  • 6+ years of experience in a content management, knowledge management, information design, and/or technical writing role
  • 2+ years of experience managing technical writers in a contact center environment
  • Excellent leadership and management skills with a demonstrable ability to take the initiative, build a positive team environment, and build collaborative relationships
  • Solid understanding 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 best practices to recommend qualitative 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 with content management systems such as Adobe Experience Manager
  • Experience with business process improvement and knowledge of business analytics tools
  • Experience collaborating with internal teams 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 fast-paced environment, and to build credibility with internal partners
  • Strong organizational and time-management skills, including the ability to prioritize projects and meet timelines
  • 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
  • Proven 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 stakeholder population
  • Experience defining and implementing content taxonomies preferred
  • Current or previous experience with Contact Centers
  • Knowledge of Search Engine Optimization (SEO) is helpful

Description

The manager will lead the day-to-day operations for the AppleCare Procedures Authoring team. You will manage and coach a team of experienced procedure authors 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 will accurately convey the desired behaviors, align with business goals, and be consistent with the Apple voice and style guide. In addition, you will use data analysis, end-user feedback and informational/technical/change-management skills to help the team develop, implement, and enhance AppleCare’s content and knowledge-management strategies and tools.

Education & Experience

Bachelor’s degree in Library and Information Science, Information Management, Journalism, Communications, Information Technologies, Marketing or another relevant field preferred.

Additional Requirements