Support Experience Program Manager, AppleCare
Apple
Customer Service, Operations
Austin, TX, USA
Posted on Nov 19, 2024
Summary
Posted:
Role Number:200579371
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The Support Experience organization partners across Apple to build world-class support journeys and leverages our customer expertise to influence the design of Apple products and services. We do this by representing the AppleCare Contact Center across a wide variety of cross-functional partners including Digital, Retail, Service, Engineering, Marketing, and more. Our Cross-Channel Strategy team is responsible for collaborating with our channel partners to create simple, intuitive, and seamless assisted support experiences for Apple customers. It is an outstanding opportunity to optimize the customer experience while simultaneously representing the organization beyond the contact center.
Description
The Support Experience Program Manager will influence worldwide Apple Support strategy through ownership of the relationships and initiatives between the AppleCare Contact Center and AppleCare Digital, AppleCare Service, Apple Retail, and IS&T. You will need to be flexible, agile, and adaptable in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and focused in order to pitch, define, and implement long-term technical and non-technical work. KEY RESPONSIBILITIES INCLUDE: - Develop project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts - Consistently provide clear and simple written communication updates that can be tailored for multiple audiences - Build and deliver compelling presentations with a clear narrative - Analyze data and feedback to identify clear problem statements - Work through ambiguity to generate consensus with partner teams - Collaborate across organizations to design and implement solutions - Deliver changes or new features that improve KPIs
Minimum Qualifications
- 3+ years experience managing multiple simultaneous projects or programs, including large, cross-functional initiatives
- Bachelor's degree strongly preferred, will consider equivalent experience
- PMI, Six Sigma, or similar project management certification is a plus
Key Qualifications
Preferred Qualifications
- Knowledge of the Apple customer experience across all channels including Get Support, the Apple Support app, Apple Authorized Service Providers, and Apple Retail Stores
- Willingness to stay curious and follow data to uncover a true root cause
- An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders
- Passion for delivering outstanding customer experiences
- Ability to build and foster relationships within cross-functional teams
- Highly organized with a keen attention to detail
- Proficient knowledge of the system development lifecycle, including writing business requirements and user stories
- Facilitate engaging discussions that generate ideas in a workshop setting
Education & Experience
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.