Technical Program Manager, AppleCare
Austin,Texas,United States
Support and Service
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Summary
Posted:Feb 22, 2024
Role Number: 200539882
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 and Advisor Tools team are looking for strong Program Managers 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 encouraged to meet aggressive goals. It is an outstanding opportunity to work on strategic projects and help the AppleCare organization achieve its business goals. WE HAVE THE FOLLOWING OPEN ROLES: Advisor Tools Program Manager Advisor Channels Program Manager Message Apple Program Manager Safety Projects Systems Program Manager
Key Qualifications
Experience with project and product management
5+ years experience leading projects of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools
Experience in live customer support that require interacting with emergency services a plus
Extensive knowledge of the AppleCare Contact Center systems are highly desired
Experience with social media support platforms
Excellent communication skills
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 requirement
Ability to take initiative and work under limited direction is a requirement
Ability to maintain and develop relationships within the cross-functional teams
Strong analytical skills
Creative problem solving
Passion for providing service and support that surprises and delights customers
Experienced at working with cross functional team for change management
Excellent organizational and documentation skills
Proficient knowledge of the system development life-cycles
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; present to leadership one day and host a roundtable with users the next. You are a great teammate with a passion for debate. You are flexible, agile, and adaptable in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and disciplined 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 expert at generating consensus with partner teams.
Education & Experience
Bachelor's degree or equivalent work experience Project/Program management certification with 5+ years of experience preferred MBA a plus Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Additional Requirements
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Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
