Operations Engineering Program Manager - AppleCare

Apple • Cupertino, CA

4d

About The Position

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job, and there is no telling what you could accomplish. Apple is seeking an experienced Program Manager to support AppleCare's Quality, Operations, and Engineering (ACQOE) service channel globally, with a focus on capacity planning, operations management, and PMO activities. This position will be part of the global PMO office supporting all mail in service. The ideal candidate has a demonstrated track record of managing multiple projects of varying complexity across both technical and business domains, working with cross functional teams. The role requires excellent planning and operational execution skills, along with sustained high performance as measured by key performance indicators. Successful candidates are equally capable of supporting both tactical and strategic initiatives, with a strong focus on driving a world class customer experience while providing clear and effective status updates to peers, executive leadership, and third party partners.
Description
The ACQOE Program Manager will be responsible for executing complex projects across Service Operations, Engineering, and Quality. This role will serve as the lead Program Manager and will frequently present project updates to senior executives. The Program Manager will act as the architect of ACQOE PMO processes and will work with established tools and frameworks to prepare and present ACQOE PMO updates. The role requires familiarity with procurement processes, including creating and managing purchase requisitions to support business needs. This Program Manager will be a champion of cost savings and cost avoidance, acting as the lead PM to track ACQOE spend, identify optimization opportunities, and drive initiatives to minimize overall costs.

Requirements

• 5+ years experience in a program management in service business
• Advanced level familiarity with reporting tools (Tableau, Wrike, SQL and RAPID BI)
• 2+ years operational capacity planning and operations management experience
• 2+ years of managing PMO for a large organization
• Proficiency in data analytics
• Proven track record of successfully supporting service operation with both technical and business responsibilities
• Strong analytical data driven capabilities and purchasing skills
• Excellent verbal and written communication skills
• Demonstrated cross functional leadership

Nice To Haves

• MBA or Masters with a specialization in Supply Chain
• Degree in Engineering or Physics
• Proficiency in working with Snowflake
• Ability to code in Python
• Project management certification such as PMP, PRINCE2, or Certified Scrum Master
• Certification in Data Science or LLM

Responsibilities

• Lead strategic and tactical project planning and execution to optimize ACQOE
• Lead PMO for ACQOE (Tableau, Wrike, RAPID BI skills)
• Architect reporting framework for repair center PMO and scale to the wider organization (Tableau, Wrike, SQL, RAPID BI skills)
• Champion Budgeting, Spend Tracking and spend reduction ACQOE
• Perform Data analytics on large set of data and drive actions to optimize service business
• Be AI(Artificial Intelligence) Initiatives representative from ACQOE for wider AppleCare Org
• Drive strategic efforts to support the service business
• Engage with cross functional teams to prioritize ACQOE projects
• Identify enhancements to drive improvements in customer satisfaction and service operations
• Become the authority, leading collaborative initiatives in support of the organizational goals

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.
• 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.
• Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees