Global Communications Manager, AppleCare

Apple - Cupertino, CA

Full-time - Senior

Cupertino, CA

Computer and Electronic Product Manufacturing

About the position

As a Global Communications Manager for AppleCare, you will play a pivotal role in shaping and enhancing the internal and external communications strategies for our global Support Communications team. This position is designed for a strategic thinker who is passionate about customer-centric communication and is eager to innovate and engage dynamically with our audience. You will be responsible for managing, developing, and strengthening the communications team that serves our contact center, support services, and external vendor network. Your work will focus on creating intuitive, adaptable, and relevant content that meets the evolving needs of the business and enhances the customer experience. In this role, you will be expected to synthesize large amounts of information into key insights that are compelling and actionable. You will craft a vision and roadmap for communication strategies that align with business goals, ensuring that every communication has a clear purpose. Your ability to explore creative engagement methods and meticulously plan their execution will be crucial. You will also be responsible for driving innovative engagement campaigns that resonate with our audience, leveraging your understanding of how they consume and experience digital content. As a forward-thinking storyteller, you will build relationships across cross-functional teams, earning their trust and respect through your strategic insights and mentorship. You will connect the dots between various business needs and communication strategies, pushing boundaries while remaining grounded in the current requirements of the organization. Your role will also involve understanding audience insights and using them to inform the development of new communication approaches that enhance engagement and effectiveness.

Responsibilities

• Manage and develop the global Support Communications team responsible for internal communications to contact centers and external vendors.
• Craft and execute strategic communication plans that align with business goals and enhance customer engagement.
• Synthesize large amounts of information into key insights for compelling communication strategies.
• Explore creative engagement methods and meticulously plan their execution.
• Drive innovative engagement campaigns that resonate with the audience's needs and preferences.
• Build and maintain strong internal relationships across various teams to foster collaboration and trust.
• Provide mentorship and strategic input to cross-functional teams and business partners.

Requirements

• 10+ years of experience in developing and presenting custom communication plans in media, publishing, digital marketing, or advertising agency environments.
• 5+ years of experience leading global teams.
• Strong understanding of business challenges and the ability to formulate effective communication strategies that improve business results.
• Excellent executional and project management skills to drive work from brief to launch.
• Dynamic learning agility and ability to thrive under daily deadlines.
• Proven passion for audience engagement and digital content consumption.
• Outstanding written and verbal communication skills.
• Experience working with international peers to define global communication strategies.
• Ability to exemplify Apple's culture in communications and interactions.
• Bachelor's degree or equivalent experience.

Nice-to-haves

• Master's degree or MBA.
• Experience in contact center operations.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays and vacation time
• Professional development opportunities
• Flexible scheduling options
• Employee discount programs
• Wellness programs