Job Description
Summary
The AppleCare Support Experience- Special Projects team is seeking an innovative and passionate Project Manager to manage a growing portfolio of contact center programs. This Project Manager will influence worldwide Apple Support strategy while owning customer-facing initiatives. This is an outstanding opportunity to join a fast-paced, cohesive team to deliver new customer support experiences, while simultaneously representing the organization well beyond the contact center!
Do you have a blend of customer experience design, program/project management, and the technical ability to successfully deliver complex projects in a fast-paced environment? Our ideal candidate is:
Key Qualifications
A highly independent project manager with 5+ years of experience who consistently delivers high-quality work: strong organizational, time management, and documentation skills; attention to detail, even under pressure
A strategist with a long-term vision and track record for innovation, who will identify new opportunities while leading strategic support programs
An exceptional communicator/presenter who can influence multiple audiences from project teams to executive leadership
A cross-functional collaborator with interpersonal skills, who can guide business groups across the company to ensure initiative alignment with business vision and strategy
Deeply knowledgeable of contact center operations, tools and processes (as a plus)
Able to travel several times a year to support initiatives
Description
Our team guides and delivers on Contact Center readiness and sustaining activities for highly complex, confidential projects. We work with regulated products and with some of Apple's most advanced technologies, including artificial intelligence (AI), machine learning (ML), augmented reality (AR), and virtual reality (VR) among others! We build strong relationships with a broad set of teams including all AppleCare organizations, IS&T, Retail, Legal, Privacy, Product Marketing, Hardware Engineering, Software Engineering, Security, and more. Some of the responsibilities include: •Bringing an obsession with the customer support experience and passion for delivering innovative solutions to our global Advisor population •Leading global programs, including cross-organizational contact center support initiatives with an emphasis on providing the best customer experience through technology solutions •Crafting and mapping service processes with the whole customer journey in mind •Using excellent visual, written and verbal communication, and presentation skills to distill information for a variety of audiences: From meticulous tracking of project plans daily, to rolling up overviews for leadership •Influence, unify, and collaborate with teams of multifaceted strengths, build consensus, and handle high-stakes decisions with ease while cutting through ambiguity •Translating customer journey requirements with a knowledge of the system development lifecycles
Education & Experience
A Bachelor’s degree or equivalent experience
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 $144,400 and $217,400, 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.
Role Number: 200478809