Program Manager, Channels Strategic Programs & Systems

Elk Grove, California, United States
Operations and Supply Chain

Summary

Posted:
Weekly Hours: 40
Role Number:200354876
The Channels Strategic Programs & Systems team is looking for a strong Program Manager to help drive strategy and development of tools supporting AppleCare Advisors and the Contact Center. The role will work closely with multiple stakeholders across AppleCare, including business users and IT developers. The team works in a very fast-paced environment and is often expected to meet aggressive goals. It is a unique opportunity to work on strategic projects and help the AppleCare organization achieve its business goals. This role is located on site in Austin, TX, or Elk Grove, CA.

Key Qualifications

  • 5+ years of experience with Project/Program management
  • Knowledge of and experience with project and product management
  • Has experience leading projects of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools
  • Extensive knowledge of the AppleCare Contact Center systems are highly desired
  • Experience with Genesys iWD platform or task based work/routing systems
  • Excellent communication skills
  • Effectively expresses ideas and thoughts verbally and in written form up to and including executive leadership
  • Ability to adapt to fast-paced work environment with shifting priorities a must
  • Ability to take initiative and work under limited direction is a must
  • Ability to maintain and develop relationships within the cross-functional teams
  • Strong analytical skills
  • Creative problem solving
  • Passion for providing service and support that surprises and delights customers
  • Must excel at working with cross functional team for organizational change
  • Excellent organizational and documentation skills
  • Proficient knowledge of the system development life-cycles

Description

We are seeking an innovative and experienced Program Manager to help drive the iWD/Task support enablement channel. In this highly visible role, you will be a skilled communicator with the ability to move fluidly between communication styles to meet a varied audience; must be able to present to leadership one day and host a roundtable with users the next. You must be an excellent teammate with a passion for debate. You will need to be flexible, agile, and responsive in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and disciplined in order to pitch, define, and implement long-term technical work driven by the fiscal year funding process. You will be working with business partners, IT development teams, engineering organizations, and Operations to develop requirements and solutions to support the growth of the program. You will analyze data and feedback to come up with problem statements and then work across organizations to design solutions. You will need to be comfortable working with ambiguity and be an expert at generating consensus with partner teams.

Education & Experience

Bachelor’s degree (or equivalent work experience) Project/Program management certification a plus MBA a plus

Additional Requirements

  • 15-20% Travel