Communities Engagement Specialist
Austin , Texas , United States
Support and Service
Posted: Oct 6, 2021
Weekly Hours: 40
Role Number: 200295181
The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that 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. Do you have a passion for helping others get the most out of their Apple experiences? Contributors in the Apple Support Community make a difference in the lives of thousands of Apple customers by voluntarily sharing their passions, skills and know-how. We're looking for someone who derives great satisfaction out of helping these volunteers get the most out of their Apple Communities experience. The Apple Support Community is like no other - uniquely passionate about delivering amazing customer experiences. We connect dedicated customers with others so they can exchange ideas and receive support for their products and services. The ideal candidate will have a keen knowledge of Apple's products and services and a deep understanding of Apple's culture in order to help build an engaging community of contributors.
- At least two years of experience in project management prioritizing deliverables, projects, relationships and change management.
- Customer-focused, self-motivated and driven to deliver an extraordinary customer experience.
- Strong decision-making and prioritization skills; experience handling and leading sophisticated operational processes and deadlines.
- Encourages and motivates others.
- Demonstrates proficiency in technology, particularly Apple products
- Deep understanding of online communities and groundbreaking social media.
- Strong presentation skills.
- Sharp problem-solving and analytical skills.
- Excellent written communication skills.
- Management or supervisory experience are a plus.
As a Community Engagement Specialist, you will be responsible for strategizing, planning and executing the English community member engagement program. You will partner closely with the program manager leading this global experience for our up and coming community members. You will conduct outreach and establish relationships with community members to maintain a pulse of their community interest, increase engagement and cultivate relationships. You will introduce community members to the exciting world of the Apple Support Community with meaningful interactions, and turn curious visitors and first time contributors into regular contributors. - Define and propose community member engagement program designed to increase community engagement and satisfaction/retention towards specific metrics. - Conduct analysis of community members' engagement trends and provide deeper insights on outcomes. - Build a warm and welcoming engagement process for community members, inspire them through approachability and action and nurture relationships throughout their journey. - Contribute, author, or edit formal communications to community members according to Apple privacy and editorial guidelines. Implement metrics to analyze messaging program effectiveness. - Help identify rewards and incentive programs to encourage healthy behaviors of community members. - Participate in platform testing and release management including filing tickets with the corporate IT department and following up until tickets are closed. - Partner with internal and external operations teams in leading cross-functional projects with high attention to detail and decision making. - Collaborate with global teams outside of traditional work hours. This will require schedule and work time flexibility. - Extensive video conferencing.
Education & Experience
Bachelor's degree or equivalent experience with a minimum 5 years in a business or customer support environment. Community management, social media, or marketing background