Message Apple Program Manager, AppleCare

Summary Posted: Feb 15, 2024 Role Number:200498091 The Advisor Tools Team is looking for a 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.
We are a fast-paced team with aggressive goals! Join us in this unique opportunity to work on strategic programs to help the AppleCare organization achieve its business goals.
We are a collaborative team with amazing talent and ambitious drive! Key Qualifications Key Qualifications 5+ years of project management experience leading programs of all sizes, including large, cross-functional contact center or support initiatives (preferably with an emphasis on Contact Center Advisor tools) Excellent interpersonal, presentation, and leadership skills Ability to develop and foster relationships across multi-functional teams Strong analytical, organizational, and documentation skills Proficient knowledge of system development lifecycles Experience in live customer support for complex issues is a plus Knowledge and experience with Six Sigma, PMI or other project management certifications a plus Description Description •Conceive, analyze, develop, and handle process improvement and innovative program initiatives for Apple's support business.
•Analyze current state tools and procedures working toward strategic change to improve the contact center and help achieve their business objectives.
•Gather and write business requirements documents and Clarity Ideas is a critical part of this role.
•Lead initiatives of various sizes from analysis through implementation (from team specific to global in nature).
•Represent the Advisor Platforms Team and the Support Programs organization as a whole to cross-functional 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 advised 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.
•Act independently and as a top level contributor in driving project direction and frequently as a team leader on sophisticated projects.
•Maintain strict secrecy on confidential projects.
•Travel is required as this is a global role.
Education & Experience Education & Experience Bachelors degree or equivalent experience Additional Requirements Additional Requirements