Overview
On Site
Full Time
Skills
Contact center
Program management
Customer support
Six Sigma
Analytical skill
Process improvement
Business analysis
Business requirements
Computer science
Strategy
PMBOK
Management
Communication
Leadership
Presentations
Documentation
Writing
Clarity
Research and development
Budget
Software deployment
Job Details
Summary
Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The Advisor Tools Team is looking for a strong 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. This is a fast-paced team with aggressive goals. It is a unique opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.
Key Qualifications
10+ years project/program management experienceExperience in live customer support that require interacting with emergency servicesKnowledge and experience with regulations related to connecting to emergency services a plusKnowledge of and experience with project/program management methodology - Six Sigma, PMI or other related certification a plusExperience managing projects/programs of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor toolsExtensive knowledge of the AppleCare Contact Center Tools and Procedures is preferredExcellent communication skillsGood leadership skillsGood presentation skillsAbility to maintain and develop relationships within the cross-functional teamsStrong analytical skills Excellent organizational and documentation skillsProficient knowledge of the system development life-cycles and collaborative with amazing talent and tremendous drive
Description
Key responsibilities will include: Conceive, analyze, develop, and manage strategic process improvement and new, innovative program initiatives for Apple's support business. Analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives. Gathering and writing of business requirements documents and Clarity Ideas is a critical part of this role. In this role, one will have the opportunity to lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature). Represent the Advisor Platforms Team and the Support Programs organization as a whole to other internal 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 informed 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 within company. Act independently and as a top level contributor in determining project direction and frequently is a team leader on major, complex projects. Maintain strict secrecy on confidential projects. Travel is required as this is a global role.
Education & Experience
Computer Science or Engineering degree or equivalent work experience in this field
Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The Advisor Tools Team is looking for a strong 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. This is a fast-paced team with aggressive goals. It is a unique opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.
Key Qualifications
10+ years project/program management experienceExperience in live customer support that require interacting with emergency servicesKnowledge and experience with regulations related to connecting to emergency services a plusKnowledge of and experience with project/program management methodology - Six Sigma, PMI or other related certification a plusExperience managing projects/programs of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor toolsExtensive knowledge of the AppleCare Contact Center Tools and Procedures is preferredExcellent communication skillsGood leadership skillsGood presentation skillsAbility to maintain and develop relationships within the cross-functional teamsStrong analytical skills Excellent organizational and documentation skillsProficient knowledge of the system development life-cycles and collaborative with amazing talent and tremendous drive
Description
Key responsibilities will include: Conceive, analyze, develop, and manage strategic process improvement and new, innovative program initiatives for Apple's support business. Analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives. Gathering and writing of business requirements documents and Clarity Ideas is a critical part of this role. In this role, one will have the opportunity to lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature). Represent the Advisor Platforms Team and the Support Programs organization as a whole to other internal 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 informed 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 within company. Act independently and as a top level contributor in determining project direction and frequently is a team leader on major, complex projects. Maintain strict secrecy on confidential projects. Travel is required as this is a global role.
Education & Experience
Computer Science or Engineering degree or equivalent work experience in this field