Apple Manager - AppleCare Procedures and Bullet News Team in Austin, Texas

Manager - AppleCare Procedures and Bullet News Team

Job Number: 52388981

Austin, Texas, United States

Posted: Oct. 10, 2016

Weekly Hours: 40.00

Job Summary

The AppleCare Training and Development (ACT&D) team is looking for an experienced manager. As the manager of the AppleCare Procedures and Bullet*News team, you will lead a team of content developers to create well-written, accurate, and compelling procedural content that supports AppleCare Advisors and AppleCare business goals.

In addition, you will use your analytics skills and knowledge of information design methodology to help the team evaluate its current knowledge management, content management, and communications strategies. You will recommend—and help implement—strategy changes. You will help coordinate AppleCare-wide knowledge management efforts and create a culture of learning/sharing.

Key Qualifications

  • Excellent leadership and management skills with a proven ability to take initiative, create 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

  • Understanding of emerging technologies, business operations, and how user-interface requirements can improve knowledge and content strategies

  • Ability to identify, define, and analyze complex knowledge and content management issues as well as recommend and help implement solutions

  • Experience creating and managing content in one or more content management systems such as Oracle Knowledge (Inquira) or 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 fast-paced environment, build credibility with stakeholders, 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

  • Proficiency with visual design tools, including Adobe Creative Cloud

  • Working knowledge of HTML5, CSS, and JavaScript

  • 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 stakeholder population

  • Experience defining and implementing content taxonomies a plus

  • Experience with one or more knowledge management Systems such as Confluence or Fuze Suite a plus


As the AC Procedures and Bullet*News Manager, you will manage and coach a team of 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 enhance 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.


*5+ years experience in a content management, knowledge management, information design, and/or technical writing role

*3+ years experience managing content managers, technical writers, graphic designers, and/or other personnel in knowledge-related roles

*Bachelor’s degree in Library and Information Science, Information Management, Journalism, Communications, Graphic Design, Information Technologies, Marketing or another relevant field required

*Masters degree in a relevant field preferred

Additional Requirements