Program Manager, Support Experience
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
19 days ago
Vacancies:
1 Vacancy
Job Summary
The Support Experience Program Manager will influence worldwide Apple Support strategy through ownership of the relationships and initiatives between the AppleCare Contact Center AppleCare Digital AppleCare Service AppleCare Engineering Apple Retail and IS& will partner on the development and execution of the Journey Feedback Loop program. This effort focuses on improving end-to-end support experiences by identifying pain points and collaborating across teams to align on solutions that will reduce customer effort. You will need to be flexible agile and responsive in order to lead fast-paced business critical projects. At the same time you will need to be creative structured and disciplined in order to pitch define and execute long-term technical and non-technical work.
- A minimum of 5 years experience managing multiple simultaneous projects programs or cross-functional initiatives focused on customer experience
- Bachelors degree strongly preferred will consider equivalent experience
- An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders
- Track record of staying curious and digging into the data to uncover a true root cause
- Passion for delivering outstanding customer experiences
- Ability to create and foster relationships within cross-functional teams
- Highly organized with a keen attention to detail
- Facilitate engaging discussions that generate ideas in a workshop setting
- 8 years experience managing multiple simultaneous projects or programs including large cross-functional initiatives
- PMP Six Sigma or similar project management certification is a plus
- Knowledge of the Apple Support experience across all channels including Phone & Chat support the Get Support site the Apple Support app Apple Authorized Service Providers and Apple Retail Stores
- Proficient knowledge of the system development lifecycle including writing business requirements and user stories
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Ask Siri to name the most successful company in the world and it might respond: Apple. And it's not just out of familial pride. Apple consistently ranks highly in profit, revenue, market capitalization, and consumer cachet. In 2018, the company became the first reach a trillion dollar ... View more
