Content Experience Strategist, AppleCare Digital

Summary

Posted: Mar 5, 2025
Weekly Hours: 40
Role Number:200592673

Imagine what you could do here at Apple. Innovation runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare Digital crafts alluring digital content and experiences to help people get the most out of their Apple products. We make it easy for everyone to learn about, use, and maintain all of their Apple software and hardware. We’re looking for a Content Strategist to bridge human authoring expertise with AI capabilities and operational excellence. The ideal candidate has a track record of crafting compelling digital experiences and articulating a strategy based on data and research. You’re familiar with building content frameworks that are optimized for LLMs. You work well on a cross-functional team, advocate for your ideas, and can influence without control. You know that while LLMs are powerful, human creativity and insights are essential.

Description

Quality content is a central component for AppleCare’s Generative AI performance. In this role, you’ll blend traditional content strategy with the forefront demands of Generative AI to help AppleCare build incredible, seamless experiences for our customers and teams. You’ll apply your understanding of internal and third-party LLMs with authoring standard processes, tracking content performance and identifying areas for improvement. You’ll collaborate to define workflows and quality standards to optimize generative outputs from AppleCare Digital’s content. Additional responsibilities include: Work cross-functionally with Content Development, UX, and Business Insights to ensure content aligns with our organization’s business objectives and user needs. Champion efficient processes for authoring, managing, and optimizing pre-generated customer support content. Make content optimization and authoring standards recommendations, then support change management and governance. Combine data analysis and creative thinking to optimize content, synthesizing requests and inputs from a variety of sources. Review generative answers derived from support content and validate technical accuracy, finding ways to improve content from a design and technical perspective for AI and user consumption. Lead conversations with partners to find consensus and create timelines for content creation and change. Keep up-to-date with emerging trends in ML, content strategy, and customer experience to continually bring fresh ideas and strategies to the team.

Minimum Qualifications

• 6+ years experience working in digital content creation, strategy, and/or related fields
• Experience using key metrics and research to make decisions
• A strong understanding of LLM prompt engineering, content optimization, and data-driven performance analysis
• Experience influencing stakeholders, driving consensus, and completing projects with a cross-functional team
• Experience with technical support and troubleshooting content
• Knowledge of evolving technologies and their impact on content
• Ability to thrive in high pressure environments, under tight timelines, while maintaining a strong attention to detail
• Bachelors Degree or equivalent work experience required

Preferred Qualifications

• Master's Degree
• Experience with retrieval augmented germination is a plus

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $143,900 and $269,100, and your base pay will depend on your skills, qualifications, experience, and location.
  
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
  
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
  

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.