AppleCare Product Operations - Project Manager

2 Months ago • All levels • Product Management

Job Summary

Job Description

This role involves analyzing complex business systems and transaction flows related to the sale, enrollment, and billing of service and/or insurance products. The goal is to improve customer experience, increase operational efficiency and scalability, reduce churn, and mitigate business risk. You will analyze unexpected results to identify root causes and assess the financial or customer impact of problems. You will collaborate with cross-functional teams to address these issues, advocate for solutions, and project manage process and system changes to prevent future exceptions. Taking ownership and leading project management activities is key to ensure timely delivery, cross-functional alignment, and effective execution from design through implementation. You will connect strategic goals with tactical actions, systems, and operations objectively. Presenting findings, risk assessments, cost impacts, customer impacts, and resolution paths to leadership is also a crucial part of this role. Additionally, you will contribute to the design of scalable and robust system architectures for new business initiatives, ensuring alignment with technical and business requirements, identifying risks and opportunities, and delivering solutions that drive customer satisfaction and long-term value.
Must have:
  • Analyze complex business systems and transaction flows
  • Identify root cause of unexpected results
  • Lead project management activities
  • Present to leadership
  • Design scalable system architectures

Job Details

Apple is a place where extraordinary people come together with passion and dedication to build products and services that change the world. Are you excited by the idea of making a real impact? Do you thrive in fast-paced environments with lots of ambiguity? Do you excel in system and data analysis, and enjoy working cross-functionally to solve complex problems? If so, we want to talk with you! The AppleCare On-device team creates experiences in Settings to view device warranty and AppleCare coverage, purchase or handle AppleCare products, or launch into a service or support journey. We are constantly adding or improving our features and operations. Our system flows are complex, and it’s imperative that every customer receives the extraordinary interaction that AppleCare is known for. Our systems change as we evolve our platforms to launch new products, or make enhancements to improve scalability and efficiency. To achieve the highest level of rigor, we also consistently and proactively monitor our systems and data flows, and root-out unexpected results in our metrics.
Analysis of complex business systems and transaction flows associated with the sale, enrollment, and billing of service and/or insurance products to improve the customer experience, increase operational efficiency and scalability, reduce churn, and reduce business risk. Analyze unexpected results to identify root cause and scope financial or customer impact of problems. Engage with multi-functional teams to address unexpected results, advocate for solution development and project manage process and system changes to prevent future exceptions. Take ownership and lead project management activities to ensure timely delivery, multi-functional alignment, and effective execution from design through implementation. Connect the strategic with the tactical, the systems and the operations and do so objectively. Present how people, processes and technology connect and relate, make the argument where there is opportunity for improvement and do so in a non-biased way. Present to leadership to communicate findings, risk assessment, cost impacts, customer impacts and path to resolution. Contribute to the design of scalable and robust system architectures for new business initiatives, ensuring alignment with technical and business requirements, identifying risks and opportunities, and deliver solutions that drive customer satisfaction and long-term value.

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