31 jobs for "Manager, Call Center"

Imagine what you could do here! The people here at Apple don't just create products - they build 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

Description
Our Business Process Re-engineering (BPR) team within ASO is responsible for partnering cross functionally to deliver scalable, efficient, and customer centric processes and technology solutions to our Retail Customers and global network of Call Center Specialists. We are chartered with rethinking the shopping experience and the assisted sales touch-points we have throughout the customer journey, spanning Voice/Chat systems, Payments, Customer Care, Delivery, Fulfillment and many other Digital Programs.

We're looking for an exceptional Project Manager that brings deep technical proficiency alongside the skills more commonly associated with a PM, and that has a consistent record of leading diverse and complex projects from conception through implementation in either an e-Commerce or Contact Center landscape. In this role, you will traverse an array of project/program management skills (ex. business analytics, process mapping and optimization, business and technical requirement creation, influencing solution architecture, evaluating solutions through testing, leading others through change) to deliver new features and capabilities for ASO.
- Lead end to end implementation of multiple mid-to-large scale regional and/or global eCommerce initiatives with overlapping timelines, on behalf of the Retail Online organization and partner teams.
- Strive for operational excellence by incorporating Apple's standard methodologies for Project Management, to ensure consistent delivery of quality business solutions.
- Quickly become and serve as a resource and technical SME for Retail Online in the area where your project work takes you.
- Contribute to an inclusive environment through respecting each others' differences and having the curiosity to learn.","responsibilities":"Lead all phases of projects including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), change management, user/integration/production testing, project cutover/go-live's, retrospectives, and closeout.
Be the voice of their body of work. Communicate effectively and transparently across all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required.
Build strong relationships with partner teams both inside and outside of the organization, and use these strengths to positively influence the direction of their portfolio.
Understand complex system landscapes and offer technical suggestions to engineering teams and influence and shape system architecture and integration strategies and platform design
Collaborate with business and technology teams ensuring project objectives are being met, scope is continuously understood by all relevant parties, and that the technical solutions being implemented are as simple as possible yet lasting in tenure.
Drive project centric discussions and deep-dives with team members from diverse business and technical backgrounds and roles, and use these discussions to focus efforts on the objectives of their defined body of work.

Preferred Qualifications
Experience working in a hands-on role, with total ownership for driving initiatives in their portfolio. Demonstrated experience should include being an interface role between business and technical teams.
Is a technical and analytical problem solver, stitches between their work and the broader strategy, and demonstrates adaptability in their approach to solving problems. Thinks with a focus on implementing simple but lasting solutions.
Demonstrated ability to understand and explain complex business processes, systems, and tools with a keen focus on upstream/downstream impact
Has worked within a global organization, where work may include a mix of regional or global scope and has familiarity and has used both Waterfall and Agile project management methodologies in their prior work experience.
Experience with SAP (S4 HANA), awareness of AI application within a contact center environment, knowledge of Genesys routing solutions, order to cash processes, etc. are differentiating and desirable skillsets.
PMP or Certified Scrum Master.

Minimum Qualifications
BA/BS degree with 7+ years of professional experience working within a product, project, or program management role.
Broad experience working with Contact Center and/or e-Commerce systems and technologies (ex. payments/financing applications, order maintenance tools, workforce management applications, telephony/chat systems and infrastructure).
Demonstrated ability to communicate effectively and influence at all levels of an organization.

About Apple

Working at Apple means doing more than you ever thought possible and having more impact than you ever imagined.

Size: 10,000+ employees
Industry: Technology

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