Program Manager, Worldwide AppleCare Engineering

The AppleCare Engineering Native Solutions Team is seeking an innovative and passionate Program Manager to oversee a growing portfolio of contact center projects

• Set strategy, evaluate ideas, prioritize features, define releases, lead product roadmap, and provide regular updates to senior leadership on progress
• Influence worldwide support strategy for new initiatives and build positive relationships with a broad set of teams
• Lead risk, expectations, and outcomes throughout the whole project lifecycle
• Communicate effectively in a worldwide environment and rapidly synthesize information to communicate findings to senior leaders
• Communicate technical information in a concise way to a non-technical audience and vice versa
• Craft process flows and optimization models
• Develop and maintain relationships within the cross-functional teams
• Facilitate brainstorming sessions to gather requirements from end users
• Advanced spreadsheet, analytical, and reporting skills with ability to transform data into actionable insights
• Self-starter with innovation, integrity and attention to details
• Excellent organization and documentation skills
• Creative problem solving skills; comfortable working with ambiguity
• Proficient knowledge of system implementation and development lifecycles

• 5 - 8 years experience managing projects or programs with an emphasis in technology
• Experience in project management, including large, cross-functional contact center or support initiatives
• Lead and coordinate multiple projects with opposing priorities and different timescales
• Communicate effectively in a worldwide environment and rapidly synthesize information to communicate findings to senior leaders
• Communicate technical information in a concise way to a non-technical audience and vice versa
• Experience crafting process flows and optimization models
• Develop and maintain relationships within the cross-functional teams
• Facilitate brainstorming sessions to gather requirements from end users
• Advanced spreadsheet, analytical, and reporting skills with ability to transform data into actionable insights
• Self-starter with innovation, integrity and attention to details
• Excellent organization and documentation skills
• Creative problem solving skills; comfortable working with ambiguity
• Proficient knowledge of system implementation and development lifecycles

• Comprehensive medical and dental coverage
• Retirement benefits
• Range of discounted products and free services
• Reimbursement for certain educational expenses
• Discretionary restricted stock unit awards
• Employee Stock Purchase Plan
• Discretionary bonuses or commission payments
• Relocation assistance

At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly