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
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
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
Pay & Benefits
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $110,500 and $207,300, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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 .
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