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.

• 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.

• 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.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $124,100 and $186,500, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

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.