Advisor Platforms Program Manager - AppleCare

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200536373
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. The Strategic Programs & Systems team is looking for a strong Program Manager to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center. The role will work closely with multiple partners across AppleCare, including business users and IT developers. The team works in a very fast-paced environment and is often expected to meet aggressive goals. It is an outstanding opportunity to work on strategic projects and help the AppleCare organization achieve its business goals.

Description

In this highly visible role, you will need to be a skilled communicator with the ability to move fluidly between communication styles to meet a varied audience; must be able to present to leadership one day and host a roundtable with users the next. You must be great teammate with a passion for debate. You will need to be flexible, agile, and responsive in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and focused in order to pitch, define, and implement long-term technical work driven by the fiscal year funding process. You will be working with business partners, IT development teams, engineering organizations, and Operations to develop requirements and solutions to support the growth of the program. You will analyze data and feedback to come up with problem statements and then work across organizations to design solutions. You will need to be comfortable working with ambiguity and be an authority at generating consensus with partner teams.

Minimum Qualifications

  • Project/Program management certification with 5+ years of experience.
  • Knowledge of and experience with project and product management.
  • Has experience managing projects of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools.
  • Strong presentation skills.
  • Proficient knowledge of the system development life-cycles.
  • Bachelor’s degree (or equivalent work experience).

Key Qualifications

  • Extensive knowledge of the AppleCare Contact Center systems are highly desired.
  • Experience with SAP not required but may be a plus.
  • Effectively expresses ideas and thoughts verbally and in written form up to and including executive leadership.
  • Ability to adapt to fast-paced work environment with shifting priorities a must.
  • Ability to take initiative and work under limited direction is a must.
  • Ability to maintain and develop relationships within the cross-functional teams.
  • Strong and creative problem-solving skills.
  • Passion for providing service and support that surprises and delights customers.
  • Must excel at working with cross functional team for change management.
  • Strong organizational and documentation skills.
  • MBA a plus.

Preferred Qualifications

Education & Experience

Additional Requirements

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.