Program Manager, Worldwide AppleCare Engineering

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 AppleCare Engineering Native Solutions Team is seeking an innovative and passionate Program Manager to oversee a growing portfolio of contact center projects. This position will set strategy, evaluate ideas, prioritize features, define releases, lead product roadmap, and provide regular updates to senior leadership on progress. This position will influence worldwide support strategy for new initiatives and build positive relationships with a broad set of teams. Key partnerships include members of all other AppleCare organizations, IS&T, Retail, Legal/Privacy, Product Marketing, Hardware Engineering, Software Engineering, Security, and more. This a key role in delivering AppleCare's capital investment portfolio.

Description

A successful candidate will have the right balance of program management, project management, and technical knowledge to successfully deliver complex cross-functional projects in Apple's fast-paced environment. We are looking for an individual with a consistent track record delivering projects with complexity at scale while meeting business objectives. Someone self-motived, who can grasp technical concepts quickly, adapt to change while being an effective liaison between business groups. As a program manager you will have to lead risk, expectations, and outcomes throughout the whole project lifecycle. This is a complex and fast-paced, cohesive team with aggressive goals and tremendous drive.

Minimum Qualifications

• 5 - 8 years experience managing projects or programs with an emphasis in technology.
• Experience in project management, including large, cross-functional contact center or support initiatives.
• Lead and coordinate multiple projects with opposing priorities and different timescales (i.e.: checkpoints with long-term goals while completing shorter term actions)
• Communicate effectively in a worldwide environment and rapidly synthesize information to communicate findings to senior leaders
• Communicate technical information in a concise way to a non-technical audience and vice versa
• Experience crafting process flows and optimization models
• Develop and maintain relationships within the cross-functional teams
• Facilitate brainstorming sessions to gather requirements from end users
• Advanced spreadsheet, analytical, and reporting skills with ability to transform data into actionable insights
• Self-starter with innovation, integrity and attention to details
• Excellent organization and documentation skills
• Creative problem solving skills; comfortable working with ambiguity
• Proficient knowledge of system implementation and development lifecycles
• Includes the required (must-have) experience, education, certifications, licenses, or language proficiency needed on day one in the role.

• Be able to demonstrate experience where you were able to think creatively, be responsive to business needs, deliverables, and company standards.
• Must think as a technical developer, a material subject expert, and a teacher.
• Demonstrate problem solving, collaboration, and high degree of enthusiasm.
• Must have a sense of teamwork and team accomplishments.