Content Strategist, AppleCare Digital (LLM, Gen AI knowledge)

Summary

Posted:Mar 19, 2025

Role Number:200594641

Imagine what you could do here at Apple. Innovation 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. AppleCare Digital crafts alluring digital content and experiences to help people get the most out of their Apple products. We make it easy for everyone to learn about, use, and maintain all of their Apple software and hardware. We’re looking for a Content Strategist to bridge human authoring expertise with AI capabilities and operational excellence. The ideal candidate has a track record of crafting compelling digital experiences and articulating a strategy based on data and research. You’re familiar with building content frameworks that are optimized for LLMs. You work well on a cross-functional team, advocate for your ideas, and can influence without control. You know that while LLMs are powerful, human creativity and insights are essential.

Description

Quality content is a central component for AppleCare’s Generative AI performance. In this role, you’ll blend traditional content strategy with the forefront demands of Generative AI to help AppleCare build incredible, seamless experiences for our customers and teams. You’ll apply your understanding of internal and third-party LLMs with authoring standard processes, tracking content performance and identifying areas for improvement. You’ll collaborate to define workflows and quality standards to optimize generative outputs from AppleCare Digital’s content. Additional responsibilities include: Work cross-functionally with Content Development, UX, and Business Insights to ensure content aligns with our organization’s business objectives and user needs. Champion efficient processes for authoring, managing, and optimizing pre-generated customer support content. Make content optimization and authoring standards recommendations, then support change management and governance. Combine data analysis and creative thinking to optimize content, synthesizing requests and inputs from a variety of sources. Review generative answers derived from support content and validate technical accuracy, finding ways to improve content from a design and technical perspective for AI and user consumption. Lead conversations with partners to find consensus and create timelines for content creation and change. Keep up-to-date with emerging trends in ML, content strategy, and customer experience to continually bring fresh ideas and strategies to the team.

Minimum Qualifications

• 6+ years experience working in digital content creation, strategy, and/or related fields
• Experience using key metrics and research to make decisions
• A strong understanding of LLM prompt engineering, content optimization, and data-driven performance analysis
• Experience influencing stakeholders, driving consensus, and completing projects with a cross-functional team
• Experience with technical support and troubleshooting content
• Knowledge of evolving technologies and their impact on content
• Ability to thrive in high pressure environments, under tight timelines, while maintaining a strong attention to detail
• Bachelors Degree or equivalent work experience required

Preferred Qualifications

• Master’s Degree
• Experience with retrieval augmented generation is a plus