AMR Channel Service Program Manager

Cupertino, CA 95014
  • Job Code
    200174295
Summary

Summary

Posted: Jun 9, 2020

Weekly Hours: 40

Role Number:200174295

Apple is a place where extraordinary people do their best work together. We work diligently to build products an...Summary

Summary

Posted: Jun 9, 2020

Weekly Hours: 40

Role Number:200174295

Apple is a place where extraordinary people do their best work together. We work diligently to build products and experiences people once couldn't have envisioned. If you're excited by the idea of making a real impact on Apple's service channel and customer service experiences, the Channel Programs team could be the place for you!

Our team features an open and collaborative environment with smart and creative people solving complex problems. We believe in doing what it takes to support the service channel and our customers!

A Service Channel Program Manager acts as the primary interface between AppleCare's business units and field service managers. The program manager will work to communicate daily across these groups and drive projects by influencing and motivating cross-functional teams.

The ideal candidate will have prior experience in project or program management, will have service channel experience and understand performance management analytics. They will also be able to proactively balance multiple projects and continuously evaluate priorities and next steps.

Key Qualifications

  • Minimum 6-10 years of project management or program management experience in a fast-paced, logistics-focused business
  • Highly analytical; able to conduct robust business analytics with a special focus on service channel logistics
  • Skillful at building effective relationships to drive execution of programs across groups
  • Ability to make decisions in a timely manner, sometimes with incomplete information and under tight timelines
  • Proficient in the use of analytical concepts and tools (Excel, etc.)
  • Knowledge of ALAC service channels and country-specific logistics requirements a plus

Description

This position will align people, projects, and programs across multiple divisions to ensure flawless execution of strategic imperatives for the AppleCare's AMR service channel. You will also focus on supporting the service channels in AMR including, Authorized Service Providers, Telco Carriers, independent repair providers and B2B partnerships. In addition, you will:
- Support AppleCare AMR channel and regional managers in the execution of service strategies in the US and Canada
- Serve as liaison between channel management and other AppleCare business functions (Legal, IS&T, Bus. Development, BPR, PMO, Engineering, etc.)
- Maintain steady communication cadence to AMR field service teams in support of each project, program and any other channel-impacting
- Focus on Key Performance Indicators to continuously drive improvement to CSAT and Operational Excellence in AMR service channel
- Author and maintain comprehensive project plans and business requirements documentation including service news articles, program manuals and agreements
- Provide leadership and subject matter expertise in global projects
- Maintain and communicate rules of engagement for new and existing programs
- Facilitate consensus building meetings, conferences and workshops
- Craft service policies that are at once scalable and focused on the customer
- Work with channel service teams to document systems and process requirements
- Ensure that service infrastructure supports Apple's strategic directions

Education & Experience

BA/BS degree required. MS/MBA preferred

Additional Requirements

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

AMR Channel Service Program Manager

Apple, Inc.
Cupertino, CA 95014

Join us to start saving your Favorite Jobs!

Sign In Create Account