GSO Shared Services Trigger Program Manager

Austin, Texas, United States
Support and Service


Posted: Nov 28, 2018
Weekly Hours: 40
Role Number: 114064168
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 GSO Shared Services Sustaining team is looking for a strong Program Manager to drive program strategy, provide oversight, and become the Subject Matter Expert (SME) for the Trigger Visualizer tool that delivers triggers to front end systems in AppleCare, Retail, and at AASP/Carriers. We are looking for someone who can join this dynamic team to help balance the long term strategy for our program while executing and improving the day to day experience for our users. It is a unique opportunity to work with the AppleCare Contact Center management and cross-functional partners including; Engineering, Reporting, Retail, Services, Support Programs, Operations, and IS&T.

Key Qualifications

  • 5-7 years product ownership or program management experience
  • Ability to quickly understand and make critical decisions in a fast paced environment
  • Ability to delegate tasks, lead without authority, and aim for results
  • Ability to prioritize and balance ongoing responsibilities with business critical product launches and issues
  • Excellent written and verbal presentation skills with experience presenting to varied audiences
  • Strong leadership skills
  • Ability to maintain and develop relationships within the cross-functional teams
  • Strong analytical and interpersonal skills
  • Proficient knowledge of the system development life-cycles
  • Experience in IT development and deployments
  • Ability to work flexible hours and be on call nights and weekends
  • Some travel required


You will be responsible for the sustained operation and maintenance of Trigger Visualizer, the primary system for collection of engineering data, program data, and customer interactions in iLog, Mobile Genius, and GSX. You will be the expert for triggers setups and delivery to front end systems. In addition to trigger execution, you will maintain and improve key functionalities including user interface, components & issues, Trigger questions, and much more. You will lead the governance process and long term qualitative strategies and represent the AppleCare Global Support Organization regarding trigger capabilities and LOE for business configurable setups. You will manage customer relationships and expectations by developing a communication process to keep others up-to-date on timelines and SLAs and serve as partner across a variety of initiatives with impact to contact centers, Apple Retail, and service channels. You will work with broad, cross-functional teams to ensure updates, improvements, and changes are integrated to the Trigger Visualizer Program with minimal and expected effect on the ongoing operation of the business. You will distill down feedback items to understand the business needs and help prioritize improvement requests, oversee efforts, and ensure that AppleCare leadership and partners are informed of emerging issues that impact the Advisor, Genius, Carrier, or Customer experience. You will act independently as a top-level contributor to drive improvements benefiting the AppleCare Contact Center, Apple Inc, and Apple customers. Travel is required, as this is a global role. Partner with Software and Hardware Engineering teams and Services teams for trigger setups throughout the fiscal year and for New Product Introduction Lead interactions with AppleCare Contact Center management and cross-functional partners including; Reporting, Support Programs, Operations, Retail, and IS&T Execute and deliver Triggers to front end systems: iLog, Mobile Genius, and GSX Drive and maintain operations and government process Work with the IS&T and Advisor Tools Business Development team to fix production issues and drive the Trigger Visualizer enhancement roadmap

Education & Experience

BS/BA or equivalent experience required, PMI or similar certification highly desirable. 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.

Additional Requirements