Advisor Tools Program Manager, AppleCare
About the position Responsibilities • Conceive, analyze, develop, and lead strategic process improvement and new, innovative program initiatives for Apple's support business. • Analyze current state tools and procedures working toward strategic change to improve the contact center and help achieve overall business objectives. • Capture and write business requirements. • Lead initiatives of various sizes from analysis through to implementation. • Represent the Advisor Tools Team and the Support Programs organization to other internal groups and occasionally to customers. • Coordinate efforts and ensure that internal groups are informed of new program developments. • Ensure projects are delivered on time, within budget, and consistent within the larger context of the program/project. • Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners. • Ensure initiative alignment with business vision, strategy, and deployment within the company. • Act independently and as a top level contributor in resolving project direction. Requirements • BA/BS or equivalent experience required. • 5-7 years project/program management experience. • Experience handling projects/programs of all sizes, including large, cross-functional contact center or support initiatives. • Experience with project/program management methodology. • Excellent communication skills. • Strong leadership, presentation, and analytical skills. • Ability to maintain and develop relationships within cross-functional teams. • Excellent organizational and documentation skills. • Proficient knowledge of the system development life cycles. • Domestic travel one week per quarter. Nice-to-haves • PMI, Six Sigma or similar certification preferred. Apply tot his job