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Apple - Cary, NC
posted about 1 month ago
About the position
The Procedures Content Strategist at AppleCare is responsible for leading the planning and creation of content-driven experiences within Collaborative Procedures and Bullet News. This role focuses on improving the Advisor experience by optimizing procedural content for AppleCare Advisors, ensuring high-quality content that meets business needs and enhances user engagement. The strategist will utilize analytical skills to identify content gaps, prioritize improvements, and collaborate with cross-functional teams to develop effective content strategies.
Responsibilities
- Lead the planning and creation of Collaborative Procedures and Bullet News content.
- Map business procedural intents to targeted content optimized for Advisors.
- Identify content gaps and prioritize areas for improvement.
- Provide business intelligence to identify impacts and solutions.
- Collaborate with content writers, design/UX teams, and product owners to shape content structure and tone.
- Track key metrics to measure content effectiveness and develop improvement plans.
- Communicate project status to cross-functional teams and senior leadership.
- Facilitate roundtables, data research, and surveys to support content strategy.
Requirements
- 5 years of related work experience in content management.
- Exceptional communication and project management abilities.
- In-depth knowledge of Apple products and services.
- Expert support and technical knowledge of Apple products.
- Knowledge of support contact center processes and operations.
- Experience with CMS and ticketing systems.
- Strong research, analytical, and decision-making skills.
- Ability to manage multiple tasks across several projects on short timelines.
- Familiarity with taxonomy for content management.
Nice-to-haves
- Bachelor's degree in communication, online analytics, or human-computer interaction.
- AI/ML experience.
Benefits
- Equal opportunity employer committed to inclusion and diversity.
