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Apple
Support Experience Program Manager, AppleCare
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🌎Austin, Texas, United States
1w ago
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Job Description

Description

Description
The Support Experience Program Manager will influence worldwide Apple Support strategy through ownership of the relationships and initiatives between the AppleCare Contact Center and AppleCare Digital, AppleCare Service, Apple Retail, and IS&T. You will need to be 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 focused in order to pitch, define, and implement long-term technical and non-technical work. KEY RESPONSIBILITIES INCLUDE: - Develop project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts - Consistently provide clear and simple written communication updates that can be tailored for multiple audiences - Build and deliver compelling presentations with a clear narrative - Analyze data and feedback to identify clear problem statements - Work through ambiguity to generate consensus with partner teams - Collaborate across organizations to design and implement solutions - Deliver changes or new features that improve KPIs

Minimum Qualifications

Minimum Qualifications
  • 3+ years experience managing multiple simultaneous projects or programs, including large, cross-functional initiatives
  • Bachelor's degree strongly preferred, will consider equivalent experience
  • PMI, Six Sigma, or similar project management certification is a plus

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications
  • Knowledge of the Apple customer experience across all channels including Get Support, the Apple Support app, Apple Authorized Service Providers, and Apple Retail Stores
  • Willingness to stay curious and follow data to uncover a true root cause
  • An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders
  • Passion for delivering outstanding customer experiences
  • Ability to build and foster relationships within cross-functional teams
  • Highly organized with a keen attention to detail
  • Proficient knowledge of the system development lifecycle, including writing business requirements and user stories
  • Facilitate engaging discussions that generate ideas in a workshop setting

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

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  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.

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