Project Manager, Support Experience – Rapid Response

Summary

The Support Experience organization partners across Apple to create extraordinary support journeys and leverages our customer expertise to influence design of Apple products and Services. We do this by representing the AppleCare Contact Center across a wide variety of cross-functional partners including Hardware Engineering, Retail, Field Service, Legal, Marketing, and more.

What is the Rapid Response team? We are at the forefront of current events and quality programs that impact Apple Support. We design and implement solutions to ensure our customers and Advisors are supported during these challenging situations. You will influence worldwide Apple Support strategy that has a direct impact on the customer experience. This is an outstanding opportunity to join a global, diverse, and collaborative team to help solve a wide variety of new and ever-changing issues.

Key Qualifications

A dedicated project manager with 5+ years of experience who consistently delivers high-quality work
Highly organized with a keen attention to detail
Consistent time management skills with the ability to lead multiple concurrent projects
Ability to proactively identify problems and work to find solutions
An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leadership
Excellent leadership abilities, with the capacity to motivate and guide team members on fast-paced programs
Deeply knowledgeable of AppleCare operations, tools and processes (preferred)
Passion for delivering outstanding customer experiences
Ability to thrive in a fast-paced, dynamic environment while remaining flexible to changing project requirements and priorities

Description

The Rapid Response Project Manager will influence and drive Contact Center readiness activities for complex confidential projects to ensure the best customer journey while minimizing the operational impact to Apple Support.

Key responsibilities include:
Influence and collaborate with partners to develop a comprehensive solutions
Develop project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts
Lead a project team. Assign and track tasks, provide guidance, and facilitate effective collaboration amongst team members
Provide consistent and up-to-date visual, written, and verbal communication that is tailored to multiple audiences
Create and deliver compelling presentations with a clear narrative
Assess and lead changes in project scope, schedule, and objectives, while ensuring alignment with business goals

Education & Experience

Bachelor’s degree strongly preferred, will consider equivalent experience
PMI, Six Sigma, or similar project management certification is a plus

Role Number: 200484916