Procedures Content Strategist

Summary

Posted: Nov 7, 2024

Role Number:200572937

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.

Description

The AppleCare Procedures team is searching for a Procedures Content Strategist to lead the planning and creation of content driven experiences within Collaborative Procedures and Bullet News. This is an excellent opportunity for a strategist who can adjust to new content approaches and above all look for ways to innovate our content. This role improves the Advisor experience by mapping business procedural intents to targeted content that is optimized for an Advisor audience. 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 Business procedures, contact center strategies and Apple products and how Advisors find, consume, and digest procedural content. You will be directly responsible for the overall quality of procedures content, which can include but not limited to, article writing quality, tone, and structure. You will identify content gaps and low performing areas and prioritize those for improvements. This includes providing business intelligence to help identify business impacts and provide solutions for those impacts. This candidate 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 Advisor 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. As a successful content strategist, you will focus on serving the needs of AppleCare Contact Center Advisors by making procedural content easier to find, use and understand. Specifically, in this role you will: Create when necessary and plan Collaborative Procedure and Bullet News content for use on AppleCare tools and systems. Synthesize requests and inputs from a variety of sources into a cohesive content plan. Use 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 leadership. Attend all alignment and business intelligence meetings representing Procedure and Bullet News Content strategy. Facilitate roundtables, data research, and surveys to support a cohesive procedural content strategy.

Minimum Qualifications

• 5 years of related work experience in content management
• Exceptional communication and project management abilities
• In depth knowledge of Apple products and services with expert support, services and or technical knowledge of Apple Products
• Knowledge of support contact center processes and operations
• Experience with CMS and ticketing systems
• 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

Preferred Qualifications

• Bachelor’s degree in communication, online analytics, or human-computer interaction
• AI/ML experience