AppleCare - GSO Shared Services Business Engagement Lead

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200122665
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 encourages 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 GSO Shared Services is seeking an outstanding Business Engagement Lead to work on high priority and high profile initiatives in the contact center. 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. The Business Engagement Lead is encouraged to partner with Program Managers to strategically figure out what efforts are needed to ensure initiatives successfully transition from Pilot to Production. A successful candidate will effectively decide on what projects and initiatives require additional support based on their importance, complexity, or other criteria. They will design and implement a transition plan that includes engagement with key business partners at all levels and a robust communication plan. The ideal candidate will have an extensive background in contact center operations and be able to understand what initiatives require additional support and business partnership. This position is located in either Austin, Texas or Elk Grove, California. The successful applicant must be located in an Apple office.

Key Qualifications

  • Detailed understanding of the AMR region, internal and vendor, Continuity and Specialty
  • Flexible working hours is a requirement
  • Outstanding presentation skills, both written and verbal
  • Experience partnering with senior management
  • Ability to translate project details into information that matters to the business
  • Outstanding relationship building skills with all levels of the business
  • Demonstrated ability to influence without authority
  • Aptitude to build innovative solutions to ensure project success
  • Extensive knowledge of Manager and Advisor Tools
  • Familiarity with surveying users on their experiences to gauge sentiment
  • Skilled at completing data analysis in Numbers and/or Excel
  • Ability to find significant trends in data, identify correlations and areas for improvement
  • Experienced in developing networks with an interest in meeting new people to further develop network
  • Highly skilled in crafting and delivering Keynote presentations
  • Demonstrated experience in presenting comfortably to large groups
  • 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 strategic goals, eliminate roadblocks, and build focus
  • In depth knowledge of developing and maintaining procedures and processes
  • Passion for outstanding customer service & quality
  • Ability to travel as required, a minimum of 1 week per quarter
  • Demonstrated leadership skills across multiple groups and functions
  • Experienced in understanding motivation and skilled at motivating people
  • Management experience is a requirement
  • Experience working with vendors a plus
  • Project management experience a plus
  • Fluency in English is required, second language not required but beneficial


Business Engagements Leads work on a number of initiatives at the same time, and the scope can vary depending on what the initiative requires. Business Engagement Leads focus on three main areas, first being Engagement. This requires partnering with Program Managers and Product Owners to review upcoming projects with a goal of determining which ones would benefit from additional support as they move into production. As part of this the Business Engagement Lead is expected to focus on the second area, communication, to determine what needs to be communicated to the business, and how and when that communication should take place. The Lead will create and execute that communication plan. The Business Engagement Lead will track the initiative into production, assessing and adjusting the communication strategy as the initiative progresses. The Lead will be responsible to understanding the third area, user responses to the initiative as part of this assessment. They should make recommendations on how to ensure users can smoothly transition to the new initiative. Integrity, relationship building, and presentation skills are critical skills for this position. This role is part of a global team which requires not only flexible working hours, but an appreciation for how to successfully engage with the business in all the regions, not just AMR. Travel to other sites, particularly vendor sites, is required for this role and will be set up as business needs dictate. Most travel will be within AMR, with some travel to other geographies possible, if business needs require it.

Education & Experience

Bachelor's degree, Diploma or equivalent.

Additional Requirements