AppleCare WW Sales and Service Program Manager

London, Greater London, United Kingdom
Support and Service

Summary

Posted: 26 Oct 2018
Weekly Hours: 35
Role Number: 114370014
Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have imagined — and now can’t imagine living without. If you’re excited by the idea of making a real impact and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job… Just be prepared to dream big. As a part of the AppleCare Business Development team, you will be responsible for aligning people, projects, and programs across multiple divisions to ensure flawless execution of the Apple worldwide sales and service programs. You will lead a team to deliver successful programs that enable optimal customer experiences and process efficiency. You possess extensive experience building and sustaining scalable programmatic solutions in a large global company. Accountability to the strategic results of initiatives led come naturally to you. Your work is typified by diligent attention to detail, adaptable interpersonal communications, and consensus building executive summary skills.

Key Qualifications

  • Minimum 6-10 years of project management or program management experience in fast-paced, logistics-focused businesses
  • Minimum 4-6 years managing a high performing team in the technology sales and service industry

Description

Program Management - Architects and sustains global sales and service programs that enhance Customer Satisfaction and drive Operational Excellence - Recognizes deficiencies in processes and systems and articulates effective alternatives. - Remains accountable to the strategic results of the programs - Authors policy and contractual content for inclusion in program manuals, agreements and other legally binding documentation - Builds effective relationships to drive execution of programs across functional groups - Serves as liaison to other AppleCare functions (Legal, IS&T, Business Development, Engineering, etc.) Project Management - Provides project management leadership to systems and process integration efforts - Authors and maintains comprehensive project plans and business requirements documentation - Serves as Subject Matter Expert to broad cross-functional projects - Executes project plans within tight budget and schedule constraints - Influences others to action and accountability through example - Identifies risks and articulates viable mitigation strategies - Facilitates effective team interactions that result in consensus around key decision points Communication - Facilitates effective cross-functional and global project meetings - Maintains steady communications cadences supporting project and program - Tailors the depth and style of communication to the needs of dynamic audiences - Creates and delivers consensus building presentations in support of programs - Delivers engaging, informative, well-organized presentations - Resolves and/or escalates issues in a timely fashion - Communicate difficult / sensitive information tactfully Problem Solving / Technical Acumen - Deep knowledge of AppleCare products, services, processes and all LOBs - Expert in business analytics - Capable technical writer- author’s systems requirements documentation and project plans

Education & Experience

MS/MBA preferred plus 6-9 years experience, or BA/BS degree plus 8-10 years service industry experience

Additional Requirements