Summary

The AppleCare Online Content Development team is looking for a skilled manager to lead a technical writing team that is publishing a variety of global content across various channels. The role interacts with stakeholders across the business and requires superb collaboration, communication, organization and content production abilities. You will partner closely with content strategists, marketing, engineering and localization teams to meet the needs of a global audience and help develop new streams of content.

Key Qualifications

5+ years of related experience with demonstrated track record of success managing a content team and working with multi-media content

Ability to build strong internal and external relationships

Persuasive and effective at interacting with all roles and levels across organization

Results-driven with a world-class attention to detail and remarkable follow-through

Superb organizational skills and an ability to juggle multiple projects on tight timelines

Able to rapidly understand the other party's concerns and evaluate a range of solutions by being a great listener

Strong problem solving skills

Possess a professional and credible demeanor

Excellent collaborative skills

Experience working with multiple content reviewers and incorporating feedback from marketing and engineering teams

Familiarity with customer support content, including internal and knowledge base

Passion for providing a great user experience

Excellent verbal, written, and interpersonal skills and the ability express ideas clearly and diplomatically

Experience collaborating with cross-functional external teams in addition to writers, visual designers, SEO, and subject matter experts

Nice to Have

Experience writing, editing and programming content in a CMS

Experience managing content in multiple languages

Description

Manage writers and relationships with designers and external vendors producing our content

Look for ways to improve the team's content and tools - keep raising the bar

Monitor content metrics and customer feedback

Give constructive feedback to your team and suggest ways to improve content

Align with content strategists on editorial approach

Execute against an editorial calendar for all initiatives and ensure that the content team completes tasks by agreed-upon deadlines

Manage content projects and communicate editorial needs and updates to key stakeholders

Incorporate SEO recommendations and work with localization teams to create global content

Education & Experience

Bachelor's degree in technical communication, writing/composition, or similar field. Master's degree preferred

5+ years of related experience

Demonstrated track record of success managing a content team and working with multi-media content