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Apple

Griffin Design Specialist

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Austin, Texas, United States

1d ago
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Job Description

Description

Description
You will provide strategic direction, planning and mentorship as part of our core Griffin team. This team includes core members based in Austin, along with regional support members based in Cork, Singapore and Shanghai. As it relates to our global Griffin platform and rules engines, you will also help drive the cross-functional communication, partnership, and shared goals with other core AppleCare teams (Business Development, Logistics, BPR, Planning, Field Services, Engineering, Retail, Online Support and Call Center teams). You will directly input rules and associated logic into our production Griffin system, while ensuring that all logic and logic changes strongly enforce to our stated Plan of Record and existing service strategies. This also means that you will need to partner with each of these external organizations to ensure service infrastructure supports Apple’s strategic direction. Additionally, you will be responsible for leading gap analysis efforts to drive channel alignment and parity across our global service programs by demonstrating your knowledge of Griffin capabilities and channel behaviors. Your scope will include driving system audits to ensure we deploy holistic, scalable solutions which will accommodate the growing complexity of our service landscape. Through these efforts, you will be expected to introduce improvements to technical workflows, customer experience and Apple cost savings initiatives.

Minimum Qualifications

Minimum Qualifications
  • 5+ years Service/Operations experience within a Customer Service / Channel support organization with oversight in Enterprise systems implementation/customization; preferably in a high tech or computer-related industry.
  • Proven strong analytical and technical problem solving skills with the ability to design and troubleshoot technical workflows
  • Understanding of system impacts and configuration solutions on customer and user experiences
  • Bachelors degree or equivalent experience

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications
  • Regional service channel and/or country level service experience is preferable
  • Excel in a highly matrixed organization with worldwide program managers, Regional Field Teams and Engineering and Product management
  • Excel at establishing clear direction, laying out work in a well-planned and organized manner while maintaining two-way dialogue with partners on work and results
  • Strong oral and written communication skills
  • Ability to meet expectations and requirements of internal and external partners by acquiring firsthand information and using it for improvements in the overall system architecture and related services.
  • Accurately scope out length and difficulty of tasks and projects. Set objectives and goals for self and team. Break down work into realistic process steps. Anticipate and adjust for problems and roadblocks. Measure performance against goals.

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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