Summary
Posted: Nov 30, 2023
Weekly Hours: 40
Role Number:200520171
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 people here at Apple don't just build products - they craft the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The AppleCare Support Experience Special Projects Team is seeking a passionate Technical Project Manager to manage a growing portfolio of contact center programs. This role will influence worldwide Apple Support strategy as well as customer-facing experiences while driving contact center readiness for highly complex, confidential projects.
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Key Qualifications
- Minimum 5 years experience managing projects or programs, including global, cross-organizational customer support initiatives, with an emphasis on technology solutions
- 1-3 years experience in regulatory compliance (any industry) including controls implementation and monitoring
- Deep knowledge crafting service processes with the comprehensive customer journey in mind
- Ability to abstract technical details and effectively communicate to audiences at different levels
- Excellent organizational and documentation skills
- Outstanding influencing skills to unify and collaborate with teams with varied strengths
- Successful track record handling large-scale high profile projects and deadlines
- Proficient knowledge of the system development life-cycles
- Extensive knowledge of contact center tools and processes a plus
Description
Advocate for the customer and Advisor experience while keeping Apple in compliance within a complex regulatory space. Investigate, understand and document regulatory requirements to influence solution design and define controls monitoring. Ensure compliance across Advisor systems, training, content and quality measurement and drive deliverables through partner teams. Encourage others to fight for excellence, even under competing priorities and pressures. See opportunities to use automation to maximize efficiency. Proactively look for risks (regulatory, technological, organizational, political) and identify appropriate mitigation plans Work well independently as well as seek expertise and involve the right experts for the best customer and Advisor experience. Drive schedule, planning meetings and activities for Compliance of Contact Center operations. Foster healthy debate and seek to understand multiple perspectives. Analyze data and report on program risks and controls. Approach problems flexibly, and be willing to adapt and modify your approach, without compromising on the outcome.
Education & Experience
BS CE/CS or equivalent experience required
Additional Requirements
Additional Requirements