AppleCare Service Program Manager

Austin, TX 78701
  • Job Code
    200259679
Summary

Summary

Posted: Jun 29, 2021

Weekly Hours: 40

Role Number:200259679

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Jun 29, 2021

Weekly Hours: 40

Role Number:200259679

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. If you bring passion and dedication to your job, there's no telling what you could accomplish. We care deeply about our work and always believe there is a better way to do things. We are looking for someone who has a real love for technology and seeks continuous improvement.

The main focus of this role is on AppleCare Services (ACS), a strategic and fast-growing global program within the AppleCare organization, focused on our indirect channel of partners. Secondary focus will be to assist the ACS Manager and ACS team members to build, strengthen and deploy processes and tools in support of the ACS program globally.

The AppleCare Services team is responsible for working with carriers, resellers and internal teams, to imagine, design, develop and implement custom (and standard) sales solutions that adhere to partner requirements, strategic guidelines and country regulations.

We are looking for a driven, creative and detail oriented individual to problem solve and lead the creation, management and integration of these operational / technical sales solutions.

Key Qualifications

  • Strong oral and written communication skills to effectively interact with internal and external partners.
  • Strong interpersonal and influencing skills, along with the ability to demonstrate patience and resilience in high pressure situations.
  • Comfortable interacting with multiple cross-functional teams across the AppleCare organization.
  • Ability to interact with senior management.
  • Ability to absorb information quickly and begin contributing while learning.
  • Ability to make decisions quickly with limited information available.
  • Naturally curious able to come up with creative solutions.
  • Dynamic and driven, able to take initiative and lead by example.
  • Strong organizational and project management skills to manage multiple projects and tracks, partners, deliverables, and tight deadlines.
  • Ability to manage and balance working in fast paced, demanding and ambiguous environment, with completing priorities and issues to resolve.
  • Ability to understand and communicate complicated business and system processes.
  • Enjoys working independently and with a team in a fast paced environment. Takes initiative, thrives in an autonomous work environment

Description

As the ACS Program Manager for Americas, you will be responsible for leading complex projects from start to finish, holding internal and external partners accountable for project tasks and deliverables on time, and within scope of the project.

Build and manage project plans that are comprehensive in scope and realistic in deadlines.

Perform assessments of project scope and outline key tasks and project tracks to launch ACS with external partners and internal cross-functional teams.

Understand, evaluate and document specific partner requirements so they can be communicated to internal teams responsible for designing and building system solutions and architecture to support our partners under the ACS program.

Provide feedback on solutions design, based on partner requirements submitted, and call out process gaps to cross-functional project teams.

Provide ongoing project related communication and share critical status updates with internal and external partners, including ACBD leadership.

Influence internal Apple stakeholders, and hold them accountable to deliver project tasks on time and within project limits.

Manage external partners to gather their feedback on project requirements, as well as status updates on all readiness activities.

Facilitate on-site and remote workshops that focus on key readiness activities for ACS projects.

Collaborate with global ACBD on project efficiencies, alignment on continuity of project features and participate in program improvement efforts.

Typically, travel will be required to support on-site partner meetings, as well as regional Apple meetings as necessary. Until travel is appropriate, virtual meetings and workshops will be held.

Education & Experience

Bachelor Degree Required, MBA preferred.

Additional Requirements

  • Accomplished user of Keynote, Numbers, Pages, Excel and Word.
  • At least 5 years of project management work on large-scale project.
  • Experience working with complex systems and project solutions.
  • Internal AppleCare experience preferred, but not required.
  • Previous experience in a B2B partner-facing role preferred, but not required.


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AppleCare Service Program Manager

Apple, Inc.
Austin, TX 78701

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