AppleCare Program Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number: 200117528
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 is seeking an experienced Project Manager to design & implement system, workflow and process improvements to support AppleCare service.  The role will work closely with multiple stakeholders across AppleCare, including business users and IT. This is a challenging and fast paced role requiring a strong leader capable of moving fluidly from strategic product vision and customer experience design to flawless execution.

Key Qualifications

  • Builds professional & trusting relationships with both geographically and internationally dispersed entities and individuals
  • Develops and communicates a strategic product vision
  • Explains problems, collects data, established facts and draws valid conclusions
  • Identifies and implements required actions quickly in order to accomplish goals, eliminate roadblocks, and create focus
  • Provides a long-term vision and track record for innovation, identifies new opportunities and best practices while directing strategic and innovative support programs on time, on budget, and in alignment with organizational goals
  • Effectively expresses ideas and thoughts verbally and in written form up to and including executive leadership
  • Demonstrates detailed-oriented, hands-on leadership, taking full accountability from conception through implementation of critical support initiatives
  • Is knowledgeable about Apple Support customer experiences
  • Is able to travel several times a year including international trips to support global initiatives

Description

Manages projects and programs, including large, cross-functional contact center or support initiatives, with an emphasis on technology solutions Demonstrates a high level of understanding of the project development process and is able to effectively communicate project status and requirements to users/clients Reviews sophisticated requests and business requirements, ensures clarity and establishes goals and expectations for services requested Identifies gaps and recommends improvements related to new and/or existing products, services and workflows based on an internal and broad view of the organization Partners with other areas of the business to ensure design and development are complete Anticipates potential problems and works aggressively to provide and implement solutions to a wide range of issues, most with cross-functional aspects; facilitates the resolution of complicated issues cross- functionally Provides analysis and coordinates delivery of services to end-users under limited direction Analyzes processes to find significant reporting touch points. Provides reporting and analysis to monitor performance and identify business trends Extensive knowledge of the AppleCare Contact Center tools and processes is a plus Ability to maintain and develop relationships within the cross-functional teams including management of vendor relationships Strong analytical and interpersonal skills necessary Proficient knowledge of the system development lifecycles

Education & Experience

Bachelor’s degree required PMP preferred MBA or Masters a plus

Additional Requirements