Support Experience Contact Center Readiness Project Manager
The AppleCare Support Experience Contact Center Readiness team works closely with Support Engineering, Procedures, Training, Support Delivery, and others to ensure that customers are greeted with world class customer support on day one of new product releases, while also working to improve the customer and Advisor experience over time. It is a unique opportunity to deliver fantastic new customer support experiences, while simultaneously representing the organization well beyond the contact center. In this Project Management role you will influence worldwide Apple Support strategy while owning several customer facing initiatives for unreleased product and service initiatives.
Description
An AppleCare Support Experience Readiness Project Manager is responsible for overseeing cross functional and collaborative readiness activities for disclosed projects tied to our exciting Apple product and service launches and other confidential readiness efforts. The ideal candidate will be curious, have a keen eye for business operations, have a passion for delivering world class customer support, and challenge assumptions while demonstrating a strong work ethic. In addition, the candidate should be able to move efficiently between projects, communicate effectively with a variety of audiences in verbal, written, and presentation forms, and gather and analyze information from a variety of stakeholders to support decisions.
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","responsibilities":"Develop readiness plans that include deliverables, timelines, risk management strategies, and resource impacts
Consistently provide clear and simple written communication updates that can be tailored for multiple audiences
Create and deliver compelling presentations with a clear narrative
Work through ambiguity to generate consensus with partner teams
Collaborate across organizations to design and implement support strategies for new product and feature launches
Leverage reporting and AI-powered tools and techniques to measure successful implementation of contact center support plans for new product introductions
Preferred Qualifications
Master's degree or MBA is a plus
5 years of project or program management, in a readiness role
In-depth knowledge of the product development lifecycle
The ability to think strategically and manage multiple complex initiatives simultaneously
Drafting and aligning on technical requirement to ensure they address the needs of a broad set of users and customers
Excellent leadership skills, with the ability to influence and collaborate across technical and non-technical teams
Experience leading design workshops or ideation sessions, bringing cross-functional groups together to identify the best solution
Knowledge and experience in an Enterprise or B2B support space
Minimum Qualifications
Bachelors degree, or equivalent experience, with 5 years of applicable professional experience
3 years of project or program management, preferably in a readiness role
Strong knowledge of AppleCare's support processes
Contact Center operations and process experience
Strong organizational and project management skills
Excellent verbal and written communication skills
Ability to maintain and develop relationships within cross-functional teams
Ability to concurrently manage multiple projects across a wide group of stakeholders
High degree of flexibility and ability to react quickly and adapt to shifting priorities
Providing consistent well crafted project updates to Sr. Leadership teams
Partnering with stakeholders in establishing project scope and timelines and tracking progress against goals
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 .
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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