AppleCare Channel Service Operations - Project Manager

Singapore, Singapore, Singapore
Support and Service

Summary

Posted: 10 Jan 2019
Weekly Hours: 40
Role Number: 200021602
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. JOB SUMMARY The Channel Service Operations (CSO) team is looking for a dynamic and motivated candidate for the position of APAC CSO Project Manager responsible for service channel operational improvement. This role is an opportunity for a self-driven individual to utilize his or her business acumen, system / process knowledge and analytical skills to deliver creative solutions to challenging situation. The successful candidate will have to work effectively and efficiently cross-functionally. A deep understanding of SAP, AppleCare repair operations and related systems will be critical. He/ She will play a key role in producing measurable improvements for the customer experience by performing root cause analysis, identifying solutions and recommending resolution to the execution of operational strategies by providing data-driven models to support any decision for process change or improvement. The role is based in Singapore and the scope covers all APAC countries.

Key Qualifications

  • - 5-7 years of experience in project management position or customer service within a service/ support or operations organization.
  • - Strong leadership and influencing skills as well as proven business analysis skills.
  • - Able to communicate well and build relationship across all levels in the organization
  • - Good analytical skill on processes.
  • - Fluent in English-speaking
  • - Self-starter with innovation, integrity and attention to details.

Description

The responsibilities of the Channel Service Operations Project Manager include: Improve repair strategy process flows /system performance and improve our service delivery models ensuring the best in class customer focus. - Ability to use and analyze data to make recommendation for improvement and execute solutions to help resolve issues faced by service partners. - Make sound decisions based on a mixture of analysis, experience, and judgment; proactively seek out expertise to assist in sound decisions. - Work cohesively with other cross-functional teams to discuss and establish a comprehensive understanding of channel service business processes and system. - Examine and analyze key performance indicators to drive CSO operations’ performance improvement.

Education & Experience

BA/BS Engineering degree with relevant customer service experience, program management, or equivalent post-sales 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