AppleCare BPR Senior Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200123635
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. 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! As the AppleCare BPR Senior Manager you will have primary responsibility for the management of AppleCare Business Process Re-engineering (BPR) project and program managers, focused on a broad range of AppleCare business areas, including AppleCare Sales, Service & Digital. The role involves leading a team of managers, junior/senior project managers, and solution architects. You will oversee the preparation of appropriate project documentation, delegation of tasks to team members, effective and clear communication of project status, oversight of project risk management, monitoring the change readiness of the impacted business teams, as well as overseeing post-implementation audit reviews. As a BPR manager, you'll identifying business process re-engineering opportunities and building strategic alliances to enable key change initiatives. You have a proven ability to manage medium to large-size, global cross-functional projects, as well as oversight of a portfolio of projects for the entire AppleCare organization. You are responsible for communication and collaboration with AppleCare business groups, IT organizations and select teams across Apple, including Logistics, Operations & Retail. You will also be responsible for performing all leadership activities for staff including recruitment, performance evaluations, compensation management, professional development through job assignments, mentoring and training with a deep commitment to inclusion, diversity and equality.

Key Qualifications

  • 10+ years leading mid-sized (20+) teams. Experience leading managers desired
  • Extensive knowledge of project management methodologies: Waterfall, Agile, Six Sigma etc.
  • Experience initiating and managing medium (6-8 month) & large (8-12+ months) projects. Deep expertise of program and portfolio management
  • Proven ability to manage to deadlines and meet cost constraints
  • Strong communication, analytical, and time management skills with a command of detail
  • Track record demonstrating strategic thought leadership, innovation, and effectiveness at influencing others to drive meaningful change through high integrity
  • Deep understanding of the business processes as required by the projects
  • Excellent organizational and documentation skillset, e.g. business process flow diagramming
  • Proficient knowledge of the Software Development Life Cycle (SDLC)
  • Escalation management and oversight of critical programs
  • Ability to facilitate cross-functional meetings with successful negotiation of outcomes to support Apple-wide initiatives
  • Ability to perform robust business process analysis and recommend appropriate solutions
  • Service & Support experience desired, with an overall understanding of AppleCare repairs and warranties
  • Proven track record of successful people management
  • Consulting background desired
  • Extensive experience with systems implementations: SAP, Oracle, CRM, CMS, Web Apps, and Reporting & Analytics
  • Literacy with productivity tools, e.g. project planning tools, Keynote, Numbers, Excel
  • Experience working with global international teams
  • Extremely organized with detailed follow up

Description

As the BPR Manager you will; - Incorporate Apple’s best practices in project management to ensure consistent and predictable delivery of world-class projects - Communicate regularly to key stakeholders to ensure quality of products and services, as well as informs of changes to portfolio - Act as a liaison between business and technology groups to ensure business project requirements are adequately met with cutting-edge and scalable technology solutions - Support knowledge transfer to business unit employees to facilitate creation of robust business requirements & Agile user stories - Assist in the rollout of new and emerging project management methodologies with oversight of change management and contextual application of approaches - Oversee risk management throughout the program and project life cycles - Develop strong partnerships with key stakeholders and drives accountability to gain resolution of critical issues - Collaborate with stakeholders to identify viable alternatives for key business impacting challenges - Oversight and approval of formal business requirements documents for projects - Assist in the development of strategy and multi-year roadmaps for AppleCare business groups - Champion change management to ensure smooth adoption of changes by all impacted groups - Calculate business case ROI and updates senior management on critical initiatives - Assist business units with out-of-cycle capital project needs - Maintain a global/regional balanced resource plan within a given business process discipline - Effective management of employees via provision of development plans, career goals and consistent employee performance monitoring and feedback - Have a passion for and demonstrated success in developing highly effective, diverse and inclusive teams - Assign key personnel to project teams while balancing business needs and expectations - Propose and execute key organizational strategic change initiatives

Education & Experience

Bachelor’s degree required, MBA a plus

Additional Requirements