Technical Project Manager, Support ReadinessAustin,Texas,United StatesOperations and Supply ChainImagine 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 dont just build products they craft the kind of wonder thats revolutionized entire industries. Its 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 AppleCare Support Experience Special Projects Team is seeking a passionate Technical Project Manager to manage a growing portfolio of contact center programs. This role will influence worldwide Apple Support strategy as well as customer-facing experiences while driving contact center readiness for highly complex, confidential projects.Key QualificationsMinimum 5 years experience managing projects or programs, including global, cross-organizational contact center or customer support initiatives, with an emphasis on technology solutionsDeep knowledge crafting service processes with the comprehensive customer journey in mindAbility to abstract technical details and effectively communicate to audiences at different levelsExcellent organizational and documentation skillsOutstanding influencing skills to unify and collaborate with teams with varied strengthsSuccessful track record handling large-scale high profile projects and deadlinesProficient knowledge of the system development life-cyclesExtensive knowledge of contact center tools and processes a plusDescriptionObsess over the customer support experience and deliver innovative solutions for our global Advisor population. Partner with business and technical teams to craft a comprehensive end-to-end customer support experience keeping both the customer and the Advisor at center. Define requirements for Advisor systems, training, content and quality measurement and drive deliverables through partner teams. Inspire others to fight for excellence, even under competing priorities and pressures. Effectively lead meetings ranging from 2 to 40 participants, and communicate resulting actions. See opportunities to use automation to maximize efficiency. Proactively look for risks (technological, organizational, political) and identify appropriate mitigation plans. Work well independently as well as seek expertise and involve the right experts for the best customer and Advisor experience. Drive schedule, planning meetings and activities for Contact Center Readiness. Foster healthy debate and seek to understand multiple perspectives. Analyze data and report on performance of project and program to varied audiences. Approach problems flexibly, and be willing to adapt and modify your approach, without compromising on the outcome.Education & ExperienceBS CE/CS or equivalent experience requiredAdditional RequirementsApple FooterApple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race,color,religion,sex,sexual orientation,gender identity,national origin,disability,Veteran status,or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If youre applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .#J-18808-Ljbffr

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