Summary
As a member of Apple’s People group, you’ll help support our most important resource: our people. All the while, your efforts will maintain Apple as the most innovative company by striving to make us the most diverse — open to all people, all backgrounds, and all perspectives.
Description
The Knowledge and enablement lead is responsible for crafting innovative and compelling content solutions and completing strategy that supports People Support & Operations specialists. You will synthesize requests and inputs from a variety of sources into a cohesive change management plan, and creative thinking to prioritize and develop the best approach for readiness.
Responsibilities
- Managing a centralized KB framework, governance & templates
- Centralized initial creation of team member facing content (e.g. quick messages, response templates, emails). Partners closely with content team
- Ensure adherence to Apple style guides
- Conduct periodic reviews of knowledge base and ensure information is relevant
- Manage change log and facilitate change impact analysis
- Build operational change management plans
- Lead internal team communications (for example, teamsite updates, newsletter, calendar of events)
Minimum Qualifications
- 5+ years experience in HR Operations
- Knowledge of contact center technologies and usage: case management, phone, knowledge base and web-based catalogs
- Experience building a knowledge management framework for HR Operations/call center environment
- Experience reporting for Projects and using Project Management Portfolio systems
- Experience creating and implementing change plans for multiple stakeholders
- Bachelor’s degree or equivalent education
- Experience with Drupal
- ServiceNow Knowledge base experience preferred
- Prior experience in content management is a plus
Preferred Qualifications
- Extraordinary ability to build relationships and influence in a matrix organization
- Track record of successfully leading complex changes
- Excellent communicator
- Excellent problem solving skills
- High attention to details
- Ability to work with ambiguity
- A desire to operate “hands on” in the role
- Self-motivated, driven individual who is comfortable working in a fast-paced & multidimensional environment
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 $137,900 and $207,300, 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 seek to promote 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.
Apple accepts applications to this posting on an ongoing basis.
