Job Details

Weekly Hours: 40

Role Number: 200627713-0157

Summary

The AppleCare Support Experience Contact Center Readiness team works closely with Support Engineering, Procedures, Training, Support Delivery, and others to ensure that customers are greeted with world class customer support on day one of new product releases, while also working to improve the customer and Advisor experience over time. It is a unique opportunity to deliver fantastic new customer support experiences, while simultaneously representing the organization well beyond the contact center. In this Project Management role you will influence worldwide Apple Support strategy while owning several customer facing initiatives for unreleased product and service initiatives.

Description

An AppleCare Support Experience Readiness Project Manager is responsible for overseeing cross functional and collaborative readiness activities for disclosed projects tied to our exciting Apple product and service launches and other confidential readiness efforts. The ideal candidate will be curious, have a keen eye for business operations, have a passion for delivering world class customer support, and challenge assumptions while demonstrating a strong work ethic. In addition, the candidate should be able to move efficiently between projects, communicate effectively with a variety of audiences in verbal, written, and presentation forms, and gather and analyze information from a variety of stakeholders to support decisions.

Minimum Qualifications

• Bachelors degree, or equivalent experience, with 5 years of applicable professional experience

• 3 years of project or program management, preferably in a readiness role

• Strong knowledge of AppleCare's support processes

• Contact Center operations and process experience

• Strong organizational and project management skills

• Excellent verbal and written communication skills

• Ability to maintain and develop relationships within cross-functional teams

• Ability to concurrently manage multiple projects across a wide group of stakeholders

• High degree of flexibility and ability to react quickly and adapt to shifting priorities

• Providing consistent well crafted project updates to Sr. Leadership teams

• Partnering with stakeholders in establishing project scope and timelines and tracking progress against goals

Preferred Qualifications

• Master's degree or MBA is a plus

• 5 years of project or program management, in a readiness role

• In-depth knowledge of the product development lifecycle

• The ability to think strategically and manage multiple complex initiatives simultaneously

• Drafting and aligning on technical requirement to ensure they address the needs of a broad set of users and customers

• Excellent leadership skills, with the ability to influence and collaborate across technical and non-technical teams

• Experience leading design workshops or ideation sessions, bringing cross-functional groups together to identify the best solution

• Knowledge and experience in an Enterprise or B2B support space

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .