Safety Projects Systems Program Manager

Austin,Texas,United States

Support and Service

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The Advisor Tools Team is looking for a strong Program Owner to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center strategies as Apple enters new product categories with new challenges for Advisor-based Support. This is a fast-paced team with aggressive goals. It is a unique 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.

Key Qualifications

• 10+ years project/program management experience

• Experience in live customer support that require interacting with emergency services

• Knowledge and experience with regulations related to connecting to emergency services a plus

• Knowledge of and experience with project/program management methodology - Six Sigma, PMI or other related certification a plus

• Experience managing projects/programs of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools

• Extensive knowledge of the AppleCare Contact Center Tools and Procedures is preferred

• Excellent communication skills

• Good leadership skills

• Good presentation skills

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

• Strong analytical skills

• Excellent organizational and documentation skills

• Proficient knowledge of the system development life-cycles and collaborative with amazing talent and tremendous drive

Description

Key responsibilities will include: Conceive, analyze, develop, and manage 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. Gathering and writing of business requirements documents and Clarity Ideas 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 Platforms Team and the Support Programs organization as a whole to other internal groups, 3rd parties such as Vendors, 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 determining project direction and frequently is a team leader on major, complex projects. Maintain strict secrecy on confidential projects. Travel is required as this is a global role.

Education & Experience

Computer Science or Engineering degree or equivalent work experience in this field

Additional Requirements

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