Summary Posted: Oct 27, 2023 Role Number: 200514446 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 Support Experience organization is seeking an innovative and passionate leader to lead a team of strategic project managers. The Regulated Products team will be responsible for ensuring customers are greeted with world class customer support on day one of new product releases, improving customer and Advisor experience over time, and meeting or exceeding compliance requirements. This leadership position will set strategy, evaluate ideas, prioritize features, manage multiple roadmaps, and provide regular updates to senior leadership on progress. The team will build strong relationships with a broad set of teams including Health R&D, Regulatory/Compliance, Wallet, Payments & Commerce, Hardware and Software Engineering, IS&T, Legal, Privacy, and more.
This is a fast-paced, cohesive team with aggressive goals and tremendous drive. It is a unique opportunity to deliver fantastic new customer support experiences, while simultaneously representing the organization well beyond the contact center. Key Qualifications Key Qualifications Minimum 3 years experience leading and developing teams of successful, technically minded individual contributors or project managers Experience managing projects or programs, including large, cross-functional contact center or support initiatives, preferably with an emphasis on technology solutions Understanding of regulatory landscape in Health and/or Financial Services (preferred) Knowledge of Apple Support customer experiences Knowledge of the product development life cycle Excellent written and verbal communication skills with experience presenting to varied audiences Ability to maintain and develop relationships within the cross-functional teams Strong analytical and organizational skills Experience with customer journey mapping and analysis Description Description The ideal Candidate is:
An experienced operator in the customer support sphere with a deep passion for creating fantastic experiences for customers and delivering innovative solutions for our worldwide customer support Advisor population.
A strategist with a long-term vision who will identify new opportunities and standard methodologies while keeping programs on time, on budget, and aligned with organizational goals.
A global manager who can identify new talent, leverage team member skills, provide coaching for development opportunities, and inspire individuals to do their best work.
A hard worker who drives a team of people to implement a defined strategy, while being part of day-to-day contact center interactions.
A fantastic communicator with the ability to move fluidly between communication styles to meet a varied audience; must be able to present to executive leadership one day and host a roundtable with customer support Advisors the next.
A detailed-oriented, hands-on leader, who takes full accountability from conception through implementation of critical support initiatives; applies tactical needs to a long term strategy in order to keep the organization on a path that is flexible, scalable, and addresses immediate business problems.
An analytical thinker who uses qualitative and quantitative analysis to measure ongoing program success in both pre and post implementation assessments.
A great cross-functional business partner with strong relationship-building skills. Someone who advises business groups across the company to provide strategic direction on initiative selection, integration, resource prioritization, and ensures initiative alignment with business vision, strategy and deployment within the company.
Able to travel several times a year domestically and internationally to support global initiatives. Education & Experience Education & Experience BS/BA or equivalent experience required Additional Requirements Additional Requirements
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