AppleCare Channel Service Support Program Manager

Singapore, Singapore, Singapore
Support and Service


Posted: 4 Dec 2018
Weekly Hours: 40
Role Number: 200014562
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. 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. The APAC AppleCare Channel Service Support team is looking for a dynamic and motivated Program Manager. As a part of the Channel Service Program’s team, you will hold a key position responsible for aligning people, projects, and programs across multiple divisions to ensure flawless execution of strategic imperatives for the AppleCare’s world-wide channel service business. You will lead a team to deliver successful programs that enable optimal customer experiences and process efficiency in AppleCare’s service channels (Apple Retail, Apple Authorized Service Providers, and Wireless Carriers). You have extensive experience building and sustaining scalable service solutions in a large global company. Accountability to the strategic results of Channel Service initiatives come naturally to this person whose 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, service-focused businesses
  • Minimum 4-6 years managing a high performing team in the technology service industry


The responsibilities of the Channel Service Support Program Manager include: - Support AppleCare channel manager’s and regional managers in the execution of world wide service strategies - Focus on Key Performance Indicators to continuously drive improvement to CSAT and Operational Excellence - Build effective cross-functional partnerships within and outside of Apple - Craft service policies that are at once scalable and focused on the customer - Ensure that service infrastructure supports Apple’s strategic directions - Author service news articles, program manuals, agreements and other policy related documentation - Work with channel service teams to document systems and process requirements - Facilitate consensus building conferences, workshops, and team meetings - Maintain and communicate rules of engagement for new and existing programs - Accurately scope out length and difficulty of channel service tasks and projects - Define and deliver operational reports that focus channel management in areas of greatest need - Adapt to the communication needs of others to effectively manage up, down and across the organization - Break down work into viable steps. Anticipate and adjust for problems and roadblocks. - Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines - Measure performance against goals. Evaluate results and hold self accountable. - Synthesize analytics, experience, and intuition to produce good judgement calls in support of AppleCare’s strategic direction

Education & Experience

- BA/BS degree plus 8-10 years service industry experience Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Additional Requirements