[Work From Home] Support Experience Program Manager, AppleCare
We're looking for a reliable person to join us as a Support Experience Program Manager, Applecare! Experience the best of both worlds with this role based in our innovative Remote office. This position requires a strong and diverse skillset in relevant areas to drive success. We are prepared to offer a competitive salary to attract a top-tier candidate for this role. Â Â Summary
Posted: Nov 18, 2024
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
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
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
Key Qualifications
Preferred 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
Education & Experience
Additional Requirements
Additional Requirements
More
 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. Apply Job! Join Our Team!This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today.
Apply Now
Posted: Nov 18, 2024
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
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
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
Key Qualifications
Preferred 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
Education & Experience
Additional Requirements
Additional Requirements
More
 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. Apply Job! Join Our Team!This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today.
Apply Now