Advisor Tools Program Manager, AppleCare
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The Advisor Tools Team is looking for a strong Program Manager to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center strategies. This role will primarily focus on Speech to Text technologies and other programs supporting long-term ACSS business strategies.
This is a fast-paced team with aggressive goals. It is an outstanding opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.
Conceive, analyze, develop, and lead strategic process improvement and new, innovative program initiatives for Apple's support business.
Analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives.
Capturing and writing of business requirements is a critical part of this role.
In this role, one will have the opportunity to lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature).
Represent the Advisor Tools Team and the Support Programs organization as a whole to other internal groups and occasionally to customers to ensure that Apple's service and support objectives are understood.
Coordinate efforts and ensure that internal groups are informed of new program developments in other Apple areas.
Ensure projects are delivered on time, within budget, and are consistent within the larger context of the program/project.
Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners.
Ensure initiative alignment with business vision, strategy, and deployment within company.
Act independently and as a top level contributor in resolving project direction and frequently is a team leader on major, complex projects.
- BA/BS or equivalent experience required
- 5-7 years project/program management experience
- Experience handling projects/programs of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools
- Experience with project/program management methodology
- Excellent communication skills
- Strong leadership, presentation, and analytical skills
- Ability to maintain and develop relationships within cross-functional teams
- Excellent organizational and documentation skills
- Proficient knowledge of the system development life cycles
- Domestic travel one week per quarter
- PMI, Six Sigma or similar certification preferred.
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