Global Program Manager, Service Content Training and Service Ops

Cupertino, CA 95014
  • Job Code
    200250413
Summary

Summary

Posted: May 27, 2021

Weekly Hours: 40

Role Number:200250413

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

Summary

Posted: May 27, 2021

Weekly Hours: 40

Role Number:200250413

Imagine 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 don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's 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.

AppleCare is Apple's outstanding Service and Support organization providing award-winning technical support and product service to our global customer base. As a member of the AppleCare Service Content and Training team, this individual holds a key position responsible for aligning the people, projects, and programs that ensure the success of Apple's global service content and training business. Accountability comes naturally to this person, whose work is typified by diligent attention to detail and adaptable interpersonal communication. Partnership with instructional designers, technical writers, media production personnel, and systems engineers, you will demonstrate extensive experience to innovate scalable Service Training and Distance Learning solutions. And you'll remove roadblocks for your team and allow them to do what they do best: build.

Key Qualifications

  • Minimum 5+ years of experience leading large scale technical projects
  • Demonstrate an in-depth understanding of eLearning technology and content trends, learning analytics, LMS, CMS. Familiarity with SABA and Tableau a plus
  • Experience in running software development projects incorporating a continuous delivery model including automated builds, testing, and deployment
  • Ability to understand business needs, articulate trade-offs, and discuss solutions with both business and engineering teams
  • Ability to bring technical process management to a very ambiguous environment
  • Ability to prioritize multiple projects within a fast-paced environment and change priorities rapidly as required by the business
  • Extensive knowledge and expertise in the use of Project Management methodologies and tools, including PMP and/or Agile certification with a focus on eLearning platforms and applications

Description

In this role, you will lead a diverse portfolio of projects within the WW AppleCare Service Content and Training organization. The team's deliverables can span from learning programs related to the New Product launch, regulatory/compliance to leading application development and system (CMS, LMS, etc.) improvements in partnership with multiple teams across Apple - Engineering, Operations, Retail, Channel Programs, Marketing/Legal, IT, InfoSec, etc.
- Be responsible for the project team on development efforts and lends both functional and technical system-specific knowledge throughout the project lifecycle
- Review and analyze requests from partners to prioritize work for the team and develop a clear roadmap
- Collaborate with partners (business leaders, subject matter professionals) to define success metrics
- Drive projects focusing on quality and business outcomes; supervising and reporting on project progress, issues, risks, and results to partners and team members
- Partner and influence other functional units within Apple to realize opportunities and achieve successful implementations of the project
- Build and maintain positive relationships beyond the development team to work efficiently with business partners
- Liaison with technical and engineering functions; articulate learning terminology and processes with non-training partners and stakeholders
- Supervise and evaluate projects post-launch and deliver impact analysis reports against key performance indicators
- Collaborate with team members in a global environment, often working with partners across various time zones

Education & Experience

BS degree (e.g., Computer Science/Engineering) plus 5+ years technical experience
MS/MBA Preferred. Equivalent Experience Acceptable

Additional Requirements

  • Project Management Professional (PMP) and/or PMI Agile Certification


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Global Program Manager, Service Content Training and Service Ops

Apple, Inc.
Cupertino, CA 95014

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