Program Manager, Communities

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

Summary

Posted: Nov 15, 2018
Weekly Hours: 40
Role Number: 200007292
Enriching lives. It’s not just a slogan; it’s what Apple people strive to do every day, by building phenomenal products, by creating amazing experiences, and by inventing new ways to do better, reach farther and think bigger in everything we do and for everyone we connect with, without exception. That’s just us. If it’s also you, come join the Apple Support Communities team. We focus on using the power of social media and community to provide customers with world-class support and information to get the most from their Apple products and services. Our team, (discussions.apple.com) provides access to support resources from an entire community of Apple product users and enthusiasts. In this role, you will play a key role as a catalyst in this relationship, providing broad support by using social media and online forums to drive deeper engagement, with the goal of further enabling a rich and important relationship between Apple and its customers. This position can be located on campus in Sunnyvale, CA or Austin, TX.

Key Qualifications

  • 4+ years of experience in project management, member communities, customer loyalty programs, event planning, or a similar field
  • A consistent track record of running project plans, program roadmaps and cross team engagement for planning, deployment and operational activities
  • Ability to work with global teams and adapt programs for cultural differences
  • Capable of influencing colleagues without authority
  • Skilled in strategic thinking with the ability to dive deeply into member engagement tactics
  • Able to travel 25% annually

Description

You will lead a project centered around hosting community live events, focused on the member experience in Apple Support Communities. You will drive short and long-term plans to establish relationships across Apple and define operational activities to create new experiences that excite and delight our community. Your focus will be to refine a member experience by collaborating with the product teams, support organization, retail, marketing and various team to define and execute program strategies necessary to support live community events. As a successful program manager, you're a natural relationship builder and a results-oriented individual who understands the dynamics of online communities and how to engage community. You are a great teammate who can inspire, collaborate, and communicate with colleagues at all levels, as well as with Apple customers. You strive for perfection and are detailed oriented, understanding the many components that go into hosting events that ensure operational rigor and deliver an optimal customer experience. You are comfortable running parallel initiatives, working through ambiguity, and adapting quickly to changes. You are passionate about online communities and understand the impact communities have on a company and customers. You evangelize the customer’s perspective, always thinking about how to improve their experience. You understand the high-profile nature of Apple’s business, and are willing to apply your experience in a way that meets Apple’s rigorous standards for user experience design, brand integrity, and customer privacy—seeing these challenges as opportunities to do your life’s work. Key Responsibilities include: - Drive ideation sessions and translate a program vision into operational documentation for an event that stimulates quality participation in the community and builds a reference library of content - Collaborate with legal, tax, finance, marketing, retail, IT, regional and other partners to define project operations, adapting to local customs and cultural norms - Work with leadership across different product and services organizations to form relationships, communicate program vision, gain agreement and create a program roadmap - Work with the Apple Support Communities team to run project activities, execute tasks, communicate and track progress towards executing event achievements - Support parallel work tracks across multiple teams, including operational steps, tactics and action items, leading up to go-live and on-going, as well as supporting initiatives supporting the larger event strategy - Hold regular meetings to review progress and project plans for Apple Support Communities, partners and stakeholders - Demonstrate strong technical acumen to collaborate with design and IS&T teams to communicate the desired member experience and requirements - Support design validation and UAT activities to ensure go-live readiness, prepare and track day-of event operations - Handle multiple partners and keep calm under pressure the day of member events while maintaining strong coordination and communication skills across varied audiences - Define program success and operational metrics. Define scorecards and reporting processes. Hold retrospectives after events to define opportunities for operational and member experience improvements - Collaborate across partners to create a journey map that designs creative and high-quality events that surprise and delight community members and are worthy of the Apple brand

Education & Experience

Bachelor’s degree or equivalent experience in related field (Marketing, Customer Service, Operations, etc.)

Additional Requirements