AppleCare Channel Service Program Manager

Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain


Posted: Jan 15, 2019
Weekly Hours: 40
Role Number: 114210384
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 Channel Service Program’s team, you will be responsible for aligning people, projects, and programs across multiple divisions to ensure flawless execution of strategic imperatives for the AppleCare worldwide 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 possess extensive experience building and sustaining scalable service solutions in a large global company. Accountability comes naturally, and your work is typified by diligent attention to detail, and exceptional communication and consensus-building 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 service industry


Responsibilities: - Support AppleCare channel managers and regional managers in the execution of worldwide 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 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 Program Management - Architects and sustains global channel 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 ramifications 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, Bus. Development, Engineering, etc.) - Provides robust business analytics with a special focus on service channel logistics Project Management - Provides project management leadership to systems and processes 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 for each project and program - Tailors the depth and style of communication to the needs of varied audiences - Crafts and delivers engaging, informative and consensus-building presentations - Resolves and/or escalates issues expeditiously - Communicate difficult/sensitive information tactfully Problem Solving / Technical Acumen - Expert in business analytics and strategic guidance - Experienced in the management of service channel logistics or related channels - Demonstrated knowledge of client/server and web-based systems architectures and development practices - Capable technical writer- author’s systems requirements documentation and project plans - Versed in IT application development practices - Versed in the use of analytical concepts and tools (Excel, etc)

Education & Experience

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

Additional Requirements