Manager, Support Readiness
Austin, Texas, United States
Support and Service
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 WW Support Programs and Care Strategy organization is seeking an innovative and motivated leader to manage a team of Project Managers handling a growing portfolio of contact center programs. This manager will influence worldwide Apple Support strategy while owning the roadmap for several internal and customer facing products and initiatives. This leader will play a key role in guiding and delivering on AppleCare’s capital investment portfolio. This is a dynamic, cohesive team with aggressive goals and tremendous drive. It is a unique opportunity to deliver extraordinary new customer support experiences, while simultaneously representing the organization well beyond the contact center. Key partnerships include members of all other AppleCare organizations, IS&T, Retail, Product Marketing, MarCom, Software/Hardware Engineering and beyond. This role requires you to be located in Austin and onsite.
- 3-5 years experience leading and developing teams of high performing, technically minded individuals
- Experience managing projects or programs, including large, cross-functional contact center or support initiatives, preferably with an emphasis on technology solutions
- Deep understanding of the AppleCare Contact Center tools and processes is a plus
- Knowledge of Apple Support customer experiences
- Excellent written and verbal communication skills with experience presenting to varied audiences
- Ability to maintain and develop relationships within the cross-functional teams
- Strong analytical and organizational skills necessary
- Proficient knowledge of the system development life-cycles
You are an experienced operator in the customer support sphere with a real passion for creating fantastic experiences for customers and delivering innovative solutions for our worldwide Advisor population. You are a strategist with a long-term vision and track record for innovation, who will identify new opportunities and standard methodologies while directing strategic and innovative support programs on time, on budget, and aligned with organizational goals. You will lead and drive a team of high-performing program managers and project managers to execute a defined strategy, while participating in day to day contact center interactions. You will also identify new talent for critical positions, when applicable. You are a fantastic communicator with the ability to move fluidly between communication styles. You can present to executive leadership one day and host a roundtable with Advisors the next. You're a focused, hands-on leader, who takes full accountability from conception through implementation of critical support initiatives by applying tactical needs to a long term strategy in order to keep the organization on a path that is flexible, scalable, and addresses immediate business problems. You will lead the development and improvement of measurement and analytical methodologies "cradle-to-grave", both pre and post implementation, to ensure ongoing program success. You will be an excellent cross-functional business partner with strong relationship-building skills who advises business groups across the company and provides strategic direction on initiative selection, integration, resources and prioritization, and ensures initiative alignment with business vision, strategy and deployment within company. The role will require travel several times a year including international trips to support global initiatives.
Education & Experience
BS/BA or equivalent experience required