Program Manager, Worldwide AppleCare Engineering

Apple

173d • $110,500 - $207,300

About The Position

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 AppleCare Engineering Native Solutions Team is seeking an innovative and passionate Program Manager to oversee a growing portfolio of contact center projects. This position will set strategy, evaluate ideas, prioritize features, define releases, lead product roadmap, and provide regular updates to senior leadership on progress. This position will influence worldwide support strategy for new initiatives and build positive relationships with a broad set of teams. Key partnerships include members of all other AppleCare organizations, IS&T, Retail, Legal/Privacy, Product Marketing, Hardware Engineering, Software Engineering, Security, and more. This a key role in delivering AppleCare's capital investment portfolio.

Requirements

• 5 - 8 years experience managing projects or programs with an emphasis in technology.
• Experience in project management, including large, cross-functional contact center or support initiatives.
• Ability to lead and coordinate multiple projects with opposing priorities.
• Excellent communication skills for both technical and non-technical audiences.
• Advanced spreadsheet, analytical, and reporting skills.
• Self-starter with innovation, integrity, and attention to detail.
• Excellent organization and documentation skills.
• Creative problem-solving skills; comfortable working with ambiguity.
• Proficient knowledge of system implementation and development lifecycles.

Nice To Haves

• Experience thinking creatively and being responsive to business needs.
• Ability to demonstrate problem solving, collaboration, and enthusiasm.
• Sense of teamwork and team accomplishments.

Responsibilities

• Oversee a growing portfolio of contact center projects.
• Set strategy, evaluate ideas, prioritize features, and define releases.
• Lead product roadmap and provide regular updates to senior leadership.
• Influence worldwide support strategy for new initiatives.
• Build positive relationships with various teams across Apple.
• Lead risk, expectations, and outcomes throughout the project lifecycle.
• Communicate effectively in a worldwide environment.
• Synthesize information to communicate findings to senior leaders.
• Craft process flows and optimization models.
• Facilitate brainstorming sessions to gather requirements from end users.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Eligibility for discretionary bonuses or commission payments.
• Opportunity to participate in Apple's discretionary employee stock programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree