AppleCare Online Project Manager - Japac

Singapore, Singapore, Singapore
Support and Service

Summary

Posted: 7 Oct 2018
Weekly Hours: 40
Role Number: 114374676
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We're passionate about our customers and to make it happen, we need extraordinarily talented, bright, and driven people to help us. The AppleCare Online Support team is looking for an expert in project management to lead short term and operational projects based in Singapore. You will have a successful track record in running digital production, tracking tasks and resources, vendor management, and editorial. You will be accountable for projects to be delivered to scope, specifications and timeline. This role will be based in Singapore.

Key Qualifications

  • Project management - At any given time, there may be multiple initiative of varying scale and complexity in order to support our internal and external customers. Be able to interact with a variety of audience in verbal, written and presentation forms to solve the problem.
  • Content Quality management - Analyse, research and coordinate with WW team on regional content quality. Work cross functionally with other AppleCare online team to ensure business needs are addressed and customer satisfaction maximised for the customer in the region.
  • Join the dots - From the unique perspective of AppleCare Online, spot the issues that net the biggest gains for our customers in the JAPAC region. Be able to assimilate large volumes of data and customer input, and identify connections and relationships between disparate sources.

Description

KEY QUALIFICATIONS - Fluency in English required - Fluency in Japanese strongly preferred - Extraordinary project management skills and experience - Experience working internationally and with teams in US and JAPAC region required - Experience in customer experience or support function for online channel - Experience in leading social media platforms preferred - Extraordinary cross-functional team engagement skills and experience - Strong interpersonal and teamwork skills - Knowledge of content management and digital asset management systems and processes and other web tools are pluses - Deep knowledge of Apple Support customer experiences is preferred - Experience running international teams is a plus - Professional verbal and written communication and presentation skills, including an ability to effectively communicate with both business and technical teams across the world. KEY COMPETENCIES Empathy, Analysis and Synthesis Empathy: You are able to see the experience from the customer’s perspective. Although you should be able to use Apple data in order to better understand this perspective, intuition plays a strong role here. Analysis: You can deconstruct the many factors contributing to the customer experience, including context, expectations, content, functionality, language, imagery and layout. Synthesis: You are able to put it all together to determine why the problem is occurring, and what the most effective upstream solution might be. Getting things done Make Apple work for you. The complex nature of Apple’s business means that the solution to a single issue can require contributions from a large number of individuals distributed across the company. Work cross-functionally inside and outside AppleCare to influence change and implement projects.

Education & Experience

Bachelor's degree, MBA a plus 6 - 10 years of directly related support/customer service experience with a Bachelor's degree or 4 - 6 years and a Master's degree

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.