AppleCare Technologies BPR Project Manager, Service Repair

Apple

8h

About The Position

AppleCare Technologies BPR is responsible for driving and delivering cross-functional technology projects across all AppleCare business areas, including Sales, Service, and Support. We build positive relationships across the company and stitch AppleCare systems and processes enterprise-wide. AppleCare Technologies Business Process Reengineering (BPR) is responsible for delivering cross-functional systems projects across all AppleCare business areas, including Sales, Service, Support, Supply Chain, and Logistics. We build strong technical relationships across the company and stitch AppleCare systems and processes enterprise-wide, from hardware repair engineering and diagnostics platforms to service quality and customer systems. As a BPR Project Manager you will plan, mobilize, and execute mid to large scale technical projects and programs, ensuring system solutions are architecturally sound, rigorously tested, and that organizations are ready for process and technology changes. You will be the technical prime mover of your projects, owning scoping, requirements definition, solution design participation, technology selection, resource planning, communications, project governance, risk management, and change readiness. You will bring engineering depth to your partnerships with diagnostics engineers, hardware Technical Program Managers (TPMs), solution architects, and Information Systems and Technology (IS&T) teams, building trust through shared technical language and driving accountability across complex, globally dispersed programs. The ideal candidate combines a formal engineering background with a proven track record managing large-scale technical programs that span multiple engineering and business functions across global organizations.

As a BPR Project Manager, you will plan, mobilize, and implement mid to large scale projects, ensuring system changes are thoroughly tested and organizations are ready for process changes. You will connect the dots, build trust and understanding between groups, and orchestrate the activities needed to make your projects successful. The ideal candidate has experience leading large global technology projects that interweave multiple functional teams and systems.

Requirements

• Bachelor’s degree in a business or engineering related field
• 3+ years of experience working in a Customer Support business with a focus on tools and systems
• Delivery of enterprise-level Digital Transformation initiatives, using new technologies including Generative AI
• Establishment of project structures for optimal return on investment, including coordinating cross-project initiatives or large-scale programs
• Management and delivery of large cross-functional systems projects
• Experience presenting project updates and strategic plans to cross-functional stakeholders at all levels
• Support of system configuration, architecture, and software development life cycles
• Involvement in global projects incorporating regional and country-specific details
• Experience collaborating with data scientists and solution architects to clarify objectives and define execution plans
• Availability to occasionally travel and work off-hours or weekends to support projects, as needed

Nice To Haves

• 7+ years of experience implementing global enterprise scale technology solutions, including customer-facing Generative AI experiences
• Knowledge of service, support, supply chain, and warranty contract sales and operations
• Project management certification (PMP or similar accreditations)
• Graduate degree in a business or engineering related field
• Ability to navigate ambiguity and build trust between technical and non-technical groups

Responsibilities

• Plan, mobilize, and execute mid to large scale technical projects and programs
• Ensure system solutions are architecturally sound, rigorously tested, and that organizations are ready for process and technology changes
• Own scoping, requirements definition, solution design participation, technology selection, resource planning, communications, project governance, risk management, and change readiness
• Bring engineering depth to partnerships with diagnostics engineers, hardware Technical Program Managers (TPMs), solution architects, and Information Systems and Technology (IS&T) teams
• Build trust through shared technical language and drive accountability across complex, globally dispersed programs
• Connect the dots, build trust and understanding between groups, and orchestrate the activities needed to make your projects successful

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level