AppleCare BPR Project Manager

Santa Clara Valley (Cupertino), California, United States
Support and Service

Summary

Posted: Nov 5, 2018
Weekly Hours: 40
Role Number: 114311283
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. Our teams feature a collaborative environment with creative, smart people and cutting edge technologies. Project Management excellence is expected and encouraged. Come, join us in crafting solutions the world doesn’t know of yet! We are seeking a Project/Program Manager in the AppleCare Business Process Re-engineering (BPR) team. You will lead large-scale, complex, programs and projects that support the capital initiatives within the AppleCare organization. You will also lead the creation of relevant documentation, deliver effective and clear communication of progress/status, and be accountable for the overall delivery of the initiative(s). You bring rich experience communicating with all levels of management as well as across business, technology and other supporting organizations.

Key Qualifications

  • 8+ years of experience in global planning, execution and delivery of small (1-6 month), medium (6-8 month) and large (8-12+ month) projects.
  • 2+ years experience in multi-channel customer service and support
  • Solid ability to set expectations, meet deadlines and ensure accountability to achieve key milestones.
  • Extensive experience leading multiple efforts concurrently in a global company
  • Effective communication across project team, key partners and executive management.
  • Excellent leadership skills that improve project team performance
  • Proficient knowledge of the systems implementation and software development life cycles and methodologies.
  • Proficient in business process flow diagramming
  • Literacy in basic project planning tools

Description

- Incorporate Apple's PM Methodology to ensure consistent delivery of high quality projects. - Lead, organize and hold accountable individuals and teams in a dynamic, fast-paced environment. - Own the development of business project plans/schedules. - Ability to validate and synthesize business and technology efforts into one unified plan. - Ability to manage in near real-time basis, project risks and issues through mitigation and resolution plans. - Craft and maintain issue logs to ensure resolution of key issues. - Lead organizational change & readiness activities by ensuring deployment validation and transition of support processes. - Drive continuous process improvement through the use of project closure survey feedback, team process assessments and general insights. - Develop communication deliverables to project partners. - Own the writing and editing of formal business requirements documents for projects/enhancements. - Manage knowledge transfer efforts to business unit employees as required - Partner with business and IT to ensure business project needs are adequately met with technology solutions - Lead project workshops and meetings as required.

Education & Experience

Bachelors degree with 8+ years of relevant work experience; MBA a plus PMP certified preferred

Additional Requirements

  • Consulting background from one of the top 5 consulting companies a plus.
  • Business or Technology operations experience preferred.
  • Ability to develop new strategies and options for new projects.
  • Experience in documenting business processes as needed by the project.
  • Excellent communication, organizational and leadership skills.
  • Proficient knowledge of the systems implementation and software development life cycles and methodologies.
  • Proficient in business process flow diagramming
  • Literacy in basic project planning tools