AppleCare Procedures and Bullet News Team
Austin, Texas, United States
Support and Service
Excellent leadership and management skills with a proven ability to take initiative, build a positive team environment, work as a team leader (member), and build collaborative relationships
Strong knowledge 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 standard methodologies to recommend 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 building and managing content in one or more content management systems such as Adobe Experience Manager
Experience with business process improvement and knowledge of business analytics tools
Experience collaborating with a cross-functional team 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 dynamic environment, build credibility with partners, work independently, and be proactive
Strong organizational and time-management skills, including the ability to prioritize projects and meet deadlines
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
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 partner population
Experience defining and implementing content taxonomies is preferred
Current or previous experience with Contact Centers is preferred
Knowledge of Search Engine Optimization (SEO) is preferred
You will be in charge of handling the day-to-day operations for the AC Procedures and Bullet*New team. You will manage and coach a team of experienced procedure developers 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 must accurately convey the desired behaviors, align with business goals, and be consistent with the Apple voice and the Apple style guide. In addition, you will use data analysis, end-user feedback, informational/technical/change-management skills to help the team develop, implement, and continually improve AppleCare's content and knowledge-management strategies and tools. Finally, you will collaborate with a strategic team of cross-functional partners to develop and sustain thoughtful knowledge-management, content-management, and communications strategies that meet identified business needs.
Education & Experience
5+ years experience in a content management, knowledge management, information design, and/or technical writing role 2+ years experience leading technical writers, graphic designers, and/or other personnel in a contact center environment Bachelor's degree in Library and Information Science, Information Management, Journalism, Communications, Graphic Design, Information Technologies, Marketing or another meaningful field preferred
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