Channel Support Program Manager, AppleCare

Imagine what you could do here. At Apple, great ideas have a way of becoming excellent products, services, and customer experiences very quickly. The Customer Communication Channels Team is looking for a strong Program Owner to help inform and influence the evolution of the contact center’s current Genesys architecture with a focus on crafting an infrastructure that supports the future of AppleCare. The person in this position will help drive strategy for the tools and technical infrastructure supporting AppleCare Advisors and contact center strategies across various support channels. This is a fast-paced team with bold targets, offering an outstanding opportunity to work on strategic projects that help AppleCare achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive. Bring passion and dedication to your job and there's no telling what you could accomplish.

KEY RESPONSIBILITIES INCLUDE:

• Support an organizational analysis of current tools and procedures working toward strategic change to improve the contact center and help achieve overall business objectives.
• Conceive, analyze, develop, and lead global strategic process improvement and new, innovative program initiatives with a focus on the business strategies and technological infrastructure for contact center tools.
• Gather and write business requirements documents and Clarity Ideas.
• Lead initiatives from analysis through to implementation, with impact ranging from scope ranging from narrow use cases to global in nature.
• Represent the Customer Communication Channels Team and the Support Programs organization as a whole to other internal groups, third parties such as Vendors, users, 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.
• Ensure projects are delivered on time, within budget and are consistent within the larger context of the program and related projects.
• 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 the company.
• Act independently as a top level contributor in figuring out project direction, and frequently as a team leader on major, sophisticated projects.
• Maintain strict secrecy on confidential projects.
• Travel, both in region and globally, a required.

KEY QUALIFICATIONS:

• BS/BA or equivalent experience
• 5 years of project or program management experience
• Experience handling projects or programs of all sizes, including global, cross-functional contact center or support initiatives.
• Experience planning and implementing a business strategy for deploying tools and technology that underpin contact center solutions.
• Proficient knowledge of system development life-cycles.
• Ability to develop and manage relationships within cross-functional teams.
• Excellent analytical, organizational, and documentation skills.
• Excellent communication skills and ability to adapt to a variety of audiences.

ADDITIONAL REQUIREMENTS:

• 7+ years of project or program management experience
• Six Sigma, PMI or other related certification is a plus.
• Project management experience with contact center tools.
• Extensive knowledge of AppleCare tools and procedures.
• Experience in strategic planning regarding the implementation and use of multiple channels in a global contact center environment.
• Experience leading large change management initiatives in complex organizations.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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.