Message Apple Program Manager

Summary

The Advisor Tools Team is looking for a Program Owner to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center strategies as Apple enters new product categories with new challenges for Advisor-based Support.

We are a fast-paced team with aggressive goals! Join us in this unique opportunity to work on strategic programs to help the AppleCare organization achieve its business goals. We are a collaborative team with amazing talent and ambitious drive!

Key Qualifications

5+ years of project management experience leading programs of all sizes, including large, cross-functional contact center or support initiatives (preferably with an emphasis on Contact Center Advisor tools)
Excellent interpersonal, presentation, and leadership skills
Ability to develop and foster relationships across multi-functional teams
Strong analytical, organizational, and documentation skills
Proficient knowledge of system development lifecycles
Experience in live customer support for complex issues is a plus
Knowledge and experience with Six Sigma, PMI or other project management certifications a plus

Description

•Conceive, analyze, develop, and handle process improvement and innovative program initiatives for Apple's support business.
•Analyze current state tools and procedures working toward strategic change to improve the contact center and help achieve their business objectives.
•Gather and write business requirements documents and Clarity Ideas is a critical part of this role.
•Lead initiatives of various sizes from analysis through implementation (from team specific to global in nature).
•Represent the Advisor Platforms Team and the Support Programs organization as a whole to cross-functional groups, 3rd parties such as vendors, and occasionally to customers, to ensure that Apple's service and support objectives are understood.
•Coordinate efforts and ensure that internal groups are advised of new program developments in other Apple areas.
•Ensure projects are delivered on time, within budget and are consistent within the larger context of the program/project.
•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.
•Act independently and as a top level contributor in driving project direction and frequently as a team leader on sophisticated projects.
•Maintain strict secrecy on confidential projects.
•Travel is required as this is a global role.

Education & Experience

Bachelors degree or equivalent experience

Pay & Benefits

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 $144,400 and $217,400, 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.

Role Number: 200500685