Support Experience Contact Center Readiness Project Manager
About The Position
The AppleCare Support Experience Contact Center Readiness team works closely with Support Engineering, Procedures, Training, Support Delivery, and others to ensure that customers are greeted with world class customer support on day one of new product releases, while also working to improve the customer and Advisor experience over time. It is a unique opportunity to deliver fantastic new customer support experiences, while simultaneously representing the organization well beyond the contact center. In this Project Management role you will influence worldwide Apple Support strategy while owning several customer facing initiatives for unreleased product and service initiatives. An AppleCare Support Experience Readiness Project Manager is responsible for overseeing cross functional and collaborative readiness activities for disclosed projects tied to our exciting Apple product and service launches and other confidential readiness efforts. The ideal candidate will be curious, have a keen eye for business operations, have a passion for delivering world class customer support, and challenge assumptions while demonstrating a strong work ethic. In addition, the candidate should be able to move efficiently between projects, communicate effectively with a variety of audiences in verbal, written, and presentation forms, and gather and analyze information from a variety of stakeholders to support decisions.
Requirements
- 5 years of project or program management, in a readiness role
- In-depth knowledge of the product development lifecycle
- The ability to think strategically and manage multiple complex initiatives simultaneously
- Drafting and aligning on technical requirement to ensure they address the needs of a broad set of users and customers
- Excellent leadership skills, with the ability to influence and collaborate across technical and non-technical teams
- Experience leading design workshops or ideation sessions, bringing cross-functional groups together to identify the best solution
- Knowledge and experience in an Enterprise or B2B support space
Nice To Haves
- Master's degree or MBA is a plus
Responsibilities
- overseeing cross functional and collaborative readiness activities for disclosed projects tied to our exciting Apple product and service launches and other confidential readiness efforts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Computer and Electronic Product Manufacturing
Number of Employees
5,001-10,000 employees
