AppleCare Support Program Manager

Austin, Texas, United States
Support and Service

Summary

Posted: Oct 24, 2018
Weekly Hours: 40
Role Number: 114338429
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. AppleCare Project Support has an immediate opening for a project manager with strong project management skills. At any given time, this role may manage multiple initiatives of varying scale, complexity, and focus within the contact center, in order to support the organization’s overall business objectives. You will have a good eye for business and a strong quality ethos; be able to move smoothly between projects; communicate effectively with a variety of audiences in verbal, written, and presentation forms; gather and analyze information from a variety of disparate sources to support decisions; and will have an extensive background in contact center processes and project management.

Key Qualifications

  • Experience in managing projects of all sizes, including large, cross-functional contact center or support initiatives.
  • Knowledge of and experience with project management methodologies.
  • Contact center experience a plus.

Description

Represent the Support Programs organization to other internal groups and customers to ensure that Apple’s service and support objectives are understood. Contribute to AppleCare Project Support team’s best-practice knowledge and work collaboratively with project managers in other functional areas and lines of business. STRATEGIC THINKING/ANALYTICAL REASONING Understand how projects support business goals and ensure initiatives are aligned with business vision, strategy, and deployment within Apple. Gather, define, and document project requirements and scope; analyze impacts of various factors on scope. Use data analysis and empirical information to support conclusions and decisions. Anticipate and adjust for problems, risks, and roadblocks. Organize activities and coordinate efforts of cross-functional project teams. Lead and support teams in achieving results that are on time, within budget, and consistent within the larger context of the business goal. Manage work of team members who may report through other channels. Actively resolve conflicts. COMMUNICATION/TEAMWORK Establish and maintain strong working relationships with peers and partners. Communicate concisely and clearly with internal customers, peers, business partners, and executive leadership via verbal, written, and presentation forms. Provide regular status updates to project teams, partners, and management, QUALITY AND RESULTS FOCUS: Incorporate customer satisfaction in all project activities, with the goal of improving overall experience while keeping associated costs low. Act independently, making decisions as needed in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Meet commitments and drive closure to open items. Manage and communicate changes in scope in a timely manner. Measure performance against goals, evaluate results, and hold self and others accountable.

Education & Experience

Bachelor’s degree strongly preferred 5+ years of program/project management experience, ideally with PMI, Six Sigma, or similar project management certification. 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