Worldwide Channel Program Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200162147
Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We are strengthening our team, and we are seeking a multifaceted Program Manager. We feature a dynamic environment with creative, smart people and groundbreaking technologies. Join us and make a difference! As a part of the Channel Service Strategy & Programs team, you will hold a key position aligning people, projects, and programs across multiple divisions to ensure flawless execution of strategic imperatives for the AppleCare’s worldwide channel service business. You will lead the successful design and delivery of programs that enable optimal customer experiences and process efficiency in AppleCare’s service channels (Apple Retail, Apple Authorized Service Providers, Carriers, & Enterprise Partners). This position can be located in Cupertino, CA or Austin, TX.

Key Qualifications

  • Minimum, 6-10 years of project management or program management experience in fast- paced, customer-focused businesses
  • Extensive experience building and sustaining scalable service solutions in a global company
  • Accountability to the results of assigned Channel Service initiatives come naturally to you and your work is typified by diligent attention to detail
  • Adaptable interpersonal communications, and consensus-building executive summary skills
  • Some domestic and international travel required

Description

Support AppleCare channel leaders in the execution of worldwide service strategies Focus on Key Performance Indicators to continuously drive improvement to CSAT and Operational Excellence Build effective cross-functional partnerships within and outside of Apple Craft service policies that are at once scalable and focused on the customer Ensure that service infrastructure supports Apple’s strategic directions Work with channel service teams to document systems and process requirements Facilitate consensus building conferences, workshops, and team meetings Maintain and communicate rules of engagement for new and existing programs Define and deliver operational reports that focus channel management in areas of the greatest need Adapt to the communication needs of others to effectively manage up, down and across the organization Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines Measure performance against goals. Evaluate results and hold self accountable. Synthesize analytics, experience, and intuition to produce good judgement calls in support of AppleCare’s strategic direction

Education & Experience

Bachelors Degree required

Additional Requirements