Advisor Channels Program Manager

Summary Posted: Nov 29, 2023 Weekly Hours: 25 Role Number: 200522960 Imagine what you could do here. 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 people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The Strategic Programs & Systems team is looking for a strong Program Manager to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center. The role will work closely with multiple partners across AppleCare, including business users and IT developers. The team works in a very fast-paced environment and is often encouraged to meet aggressive goals. It is an outstanding opportunity to work on strategic projects and help the AppleCare organization achieve its business goals. Key Qualifications Key Qualifications Experience with project and product management Experience leading projects of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools Extensive knowledge of the AppleCare Contact Center systems are highly desired Experience with Genesys iWD platform or task based work/routing systems Experience with social media support platforms Excellent communication skills Effectively expresses ideas and thoughts verbally and in written form up to and including executive leadership Ability to adapt to fast-paced work environment with shifting priorities a requirement Ability to take initiative and work under limited direction is a requirement Ability to maintain and develop relationships within the cross-functional teams Strong analytical skills Creative problem solving Passion for providing service and support that surprises and delights customers Experienced at working with cross functional team for change management Excellent organizational and documentation skills Proficient knowledge of the system development life-cycles Description Description In this highly visible role, you will need to be a skilled communicator with the ability to move fluidly between communication styles to meet a varied audience; present to leadership one day and host a roundtable with users the next. You are a great teammate with a passion for debate. You are flexible, agile, and adaptable in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and disciplined in order to pitch, define, and implement long-term technical work driven by the fiscal year funding process. You will be working with business partners, IT development teams, engineering organizations, and Operations to develop requirements and solutions to support the growth of the program. You will analyze data and feedback to come up with problem statements and then work across organizations to design solutions. You will need to be comfortable working with ambiguity and be an expert at generating consensus with partner teams. Education & Experience Education & Experience Bachelor’s degree or equivalent work experience Project/Program management certification with 5+ years of experience preferred MBA a plus Additional Requirements Additional Requirements