Support Experience Contact Center Readiness Project Manager

Support and Service

• Develop readiness plans that include deliverables, timelines, risk management strategies, and resource impacts
• Consistently provide clear and simple written communication updates
• Create and deliver compelling presentations with a clear narrative
• Work through ambiguity to generate consensus with partner teams
• Collaborate across organizations to design and implement support strategies for new product and feature launches
• Leverage reporting and AI-powered tools and techniques to measure successful implementation of contact center support plans for new product introductions

• Bachelor's degree, or equivalent experience, with 5 years of applicable professional experience
• 3 years of project or program management, preferably in a readiness role
• Strong knowledge of AppleCare's support processes
• Contact Center operations and process experience
• Strong organizational and project management skills
• Excellent verbal and written communication skills
• Ability to maintain and develop relationships within cross-functional teams
• Ability to concurrently manage multiple projects across a wide group of stakeholders
• High degree of flexibility and ability to react quickly and adapt to shifting priorities
• Providing consistent well-crafted project updates to Sr. Leadership teams
• Partnering with stakeholders in establishing project scope and timelines and tracking progress against goals

• Deliver fantastic new customer support experiences
• Represent the organization well beyond the contact center
• Influence worldwide Apple Support strategy
• Own several customer-facing initiatives for unreleased product and service initiatives

Apple is an equal opportunity employer that is committed to inclusion and diversity