AppleCare GSO Program Services Project Manager

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200148067
Home Office: Yes
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 a fast-paced, hardworking, and team-focused environment where every single day is dedicated to surprising and delighting our customers. This role will lead projects in the Program Services Team. This position could be located in Austin or AHA.

Key Qualifications

  • Inherent passion and commit to delivering an extraordinary customer experience
  • Excellent interpersonal skills and a proven ability to get results
  • Project management and program management experience with demonstrated experience in planning, prioritization, project communication, issue resolution, change management, and risk management
  • Ability to act independently, making decisions as needed in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
  • Strong analytical skills, especially crafting spreadsheet models and budgets
  • Ability to figure out true impact of a project against requirements by measuring pre-implementation metrics and comparing them to post-implementation results
  • Ability to gain agreement among those at various levels within the organization and successfully communicate across the Contact Center
  • Strong solution-focused work ethic with a high degree of flexibility, supporting multiple projects of varying complexities and priorities
  • Experience developing and maintaining new processes and procedures
  • Excellent cross-functional team management skills and experience
  • Solid understanding of Contact Center operations, processes, tools, and programs
  • Proven ability to assess business needs, prioritize accordingly, and escalate appropriately


You will lead multiple strategic projects and/or programs of varying scale and complexity in order to support the organization’s overall business objectives. Through the projects and programs you support you are encouraged to provide key business insight with a high focus on quality. You will move between projects, identifying what is needed and determine how to adjust your approach accordingly. You are responsible for communicating effectively with a variety of audiences through multiple forums, including verbal, written, and presentation. You will gather and analyze information from a variety of disparate sources to inform your decision making. You will be responsible for all aspects of the project lifecycle from conception to implementation, including prioritization of the project in collaboration with senior management, crafting a project plan with sequences and activities needed to successfully complete the project, determining the resources (time, money, people, etc.) required to complete the project, and figuring out objectives and measures of success for the project. ADDITIONAL RESPONSIBILITIES: Assist with annual budgeting and strategic planning See opportunities and recommend improvements related to new and/or existing programs and workflows Act independently and as a top-level contributor in determining project strategy, scope, and direction Monitoring of program/project status and communication to leadership of overall status Employ six sigma methodologies to identify root causes of a problem and implement sustainable solutions Build and present compelling recommendations, roadmaps, and strategies to project team members and senior leadership as appropriate

Education & Experience

Bachelors degree, and/or advanced degree preferred PMP, Lean or Six Sigma certifications preferred

Additional Requirements