Project Manager, AppleCare Business Process Re-engineering (BPR)

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200253188
Be inspired every day. We are idealists. Inventors. Forever tinkering with products and processes, always on the lookout for a better way. A job at Apple is one that requires a lot of you, but it’s also one that rewards forward-thinking and dedicated work. None of us here at Apple would have it any other way! In AppleCare BPR (Business Process Re-engineering) we view inclusion and diversity as critical for innovation. That’s because our Project Managers lead the most challenging cross-functional initiatives in AppleCare, the ones that involve multiple systems and drive complex changes across the AppleCare organization and beyond. We turn ambiguity into order, and we know how to execute big projects successfully. As a BPR Project and Program Manager you will plan, mobilize, and execute large projects and programs, ensuring system changes are thoroughly tested and organizations are ready for process changes. You will be the prime mover of your projects including scoping, resource-planning, communications, project governance, risk management, and readiness. You’ll connect the dots, build trust and understanding between groups, and orchestrate the activities needed to make your projects successful. The ideal candidate should have experience managing large, global projects that interweave multiple functional teams and/or multiple systems.

Key Qualifications

  • 5 - 7 years of proven experience planning, managing, and successfully delivering large cross-functional systems projects
  • Experience establishing program structure for optimal return-on-investment, and coordinating and delegating cross-project initiatives
  • Experience with systems implementations and software development life cycles
  • Experience with global projects incorporating regional and country-specific details
  • Able to form cohesive project teams across disparate organizations and groups
  • Ability to navigate through ambiguity to clarify objectives and execution plans
  • Service, support, warranty contract, and/or supply chain experience preferred
  • Project management certification a plus


As a Business Process Reengineering Project Manager, you will organize, plan and lead multiple projects using AppleCare BPR’s methodologies for consistently high-quality results. Host core team, leadership, and steering committee meetings, keeping core and management teams well-informed about project developments in a fast-paced environment. In addition you will: - Lead geographically-dispersed, cross-functional teams, including collaborations with third-party partners - Balance project scope, schedule, and budget constraints with business needs and expectations - Identify and engage all resources needed to mobilize projects - Establish project roadmaps and schedules, keeping activities on track to major achievements - Manage project risk throughout the life of the project; identify, document, and drive resolution of project issues - Identify key decision recommendations and broker agreements with internal and external partners - Elicit requirements/user stories/use cases from business experts - Partner with technical teams to plan effective workshops for technical deliverables - Ensure business teams and partners are prepared for system and process changes, including training plans for knowledge transfer to sustaining teams - Facilitate capital planning for new projects and project scope changes, including business justifications and strategic road maps.

Education & Experience

Bachelor’s degree required. Graduate degree a plus

Additional Requirements