AppleCare Support Program PMO Adoption Lead

Austin, Texas, United States
Support and Service


Posted: Nov 15, 2018
Weekly Hours: 40
Role Number: 200008869
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’s Support Program’s PMO is seeking an extraordinary individual to lead adoption initiatives across multiple high profile and groundbreaking contact center programs in AMR. As the AppleCare project portfolio changes each year, the need for a person that can flexibly move between projects across the contact center space becomes increasingly important. You can easily engage and motivate contact center employees, resolve actionable improvement plans and communicate findings and strategic plans to senior management. You will have an extensive background in contact center operations and be able to understand tool metrics and translate them into actionable plans to improve adoption. You posses excellent verbal and written presentation skills while able to effectively interact across multiple levels in the organization. The ability to both work independently and as part of a large cross functional team is critical.

Key Qualifications

  • Deep understanding of the AMR region
  • Extensive knowledge of Manager and Advisor Tools
  • Extraordinary relationship building skills
  • Demonstrated ability to influence without authority
  • Skilled at completing data analysis in Excel
  • Highly skilled in creating and delivering Keynote presentations
  • Experience partnering with senior management
  • Strong solution-focused work ethic
  • Ability to be flexible and support multiple projects of varying complexity and priority
  • Ability to identify and implement required actions quickly in order to accomplish goals, eliminate roadblocks, and create focus
  • Exceptional communication skills, both written and verbal
  • In depth knowledge of developing and maintaining procedures and processes
  • Passion for outstanding customer service & quality
  • Ability to travel as required, approximately 2 weeks per quarter
  • Demonstrated leadership skills across multiple groups and functions
  • Experienced in understanding motivation and skilled at motivating people
  • Experience with contact center operations desired
  • Experience working with vendors a plus
  • Project management experience a plus


This role will be judged on the success of program adoption improvements as well as creation and implementation of new adoption initiatives. Professionalism is critical as it is a global role. Communications and travel to the various AppleCare sites will be required to be effective. Travel to our vendor partners is required, approximately 2 weeks a quarter, or as business needs dictate. Most travel will be within AMR with infrequent travel outside the region. This is a great role for someone who is a passionate relationship builder and who is comfortable talking to and gaining agreement among those at various levels within the organization. Additionally, the tasks in this role will be: Analysis of current tools and procedures, working to partner with the contact center to help achieve overall business objectives Analyze data to find meaningful trends, correlations, and areas for improvement Provide meaningful information to the business Facilitate continuous and open communication with contact centers, including hosting roundtables, training and motivating contact center tool champions and initiating 1:1 interactions with Advisors and Team Managers Identify opportunities and recommend enhancements related to new and/or existing programs and workflows Conceive, analyze, develop, and manage strategic process improvement and new, innovative initiatives that increase contact center adoption of tools Lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature) Present ideas and concepts to senior management, gain buy in and support Ensure initiative alignment with business vision, strategy and deployment within company Act independently and as a top level contributor in determining project direction and frequently as a team leader on major, complex projects This position is located in Austin, Texas.

Education & Experience

College Degree, Masters preferred 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