AppleCare Online Project Manager - China

Shanghai, Shanghai, China
Support and Service

Summary

Posted: 2018 年 10 月 15 日
Weekly Hours: 40
Role Number: 114393444
The people here at Apple don’t just build 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 AppleCare Online Support team is looking for an experienced project manager to lead short term and operational projects in China. You will have a successful track record in managing digital production, tracking tasks and resources, vendor management, and editorial. You will be accountable for projects to be delivered to scope, specifications and timeline. This role will ideally be based in Shanghai.

Key Qualifications

  • Full business proficiency in English and Mandarin
  • Proven copy editing and editorial planning skills
  • Extraordinary project management skills
  • Shown success in managing fast paced operations and vendor/agency relationships
  • Experience in customer experience or support function for online channel
  • Experience in handling social media platforms preferred
  • Experience working internationally and with teams in US and JAPAC region
  • Extraordinary cross-functional team engagement skills and experience
  • Knowledge of content management and digital asset management systems and processes and other web tools are pluses
  • Ability to work cross functionally in a dynamic environment
  • High level of personal and professional integrity
  • Strong work ethic with a high degree of flexibility

Description

KEY RESPONSIBILITIES - Address customers needs and intents. Through editorial planning and journey mapping, the you will optimize in-bound and out-bound channels address customers’ queries and assist with the customers’ journey to use, engage, and love Apple’s products and services. - Deliver on Deliverables. Through collaboration with various vendors partners, cross-functional teams, and business partners, you will ensure project deliverables are developed, reviewed, cleared, and deployed in established timeframe. During critically time-sensitive events, you will be required to organize the team to manage deliverables with very fast turnaround times. - Track value of the project. Provide insights on how customers are receiving and perceiving the project deliverables. These insights will inform us on future initiatives and what to focus on. - Join the dots. From the unique perspective of AppleCare Online, spot the issues that net the biggest gains for our customers in China. Be able to assimilate large volumes of data and customer input, and identify connections and relationships between disparate sources. KEY COMPETENCIES - Empathy, Analysis and Synthesis 1. Empathy. Be able to see the experience from the customer’s perspective. Although you should be able to leverage Apple data in order to better understand this perspective, intuition plays a strong role here. 2. Analysis. Be able to deconstruct the many factors contributing to the customer experience, including context, expectations, content, functionality, language, imagery and layout. 3. Synthesis. Be able to put it all together to figure out why the problem is occurring, and what the most effective upstream solution might be. - Getting things done 1. Make Apple work for you. The complex nature of Apple’s business means that the solution to a single issue can require contributions from a large number of individuals distributed across the company. Work cross-functionally inside and outside AppleCare to influence change and implement projects.

Education & Experience

- Bachelor's degree, MBA a plus - 6-10 years of directly related support/customer service experience with a Bachelor's degree or 4 - 6 years and a Master's degree

Additional Requirements