Manager, AppleCare Support Engineering PMO

Austin, TX 78701
  • Job Code
    200261967
Summary

Summary

Posted: Jul 1, 2021

Weekly Hours: 40

Role Number:200261967

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

Summary

Posted: Jul 1, 2021

Weekly Hours: 40

Role Number:200261967

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 AppleCare Support Engineering organization's mission is to work alongside Apple engineering to create scalable and innovative customer experiences, to eliminate product issues, define support processes and policies, and to work cross-functionally to ensure all Apple partners have comprehensive and timely information that supports efficient and effective problem solving and decision making. Our vision is the creation of reliable, simple to the use products and services and don't require the customers to contact Apple for help. However, if customers do contact us, we work to ensure their support experience is effective, efficient and always exceeds their expectations!

Key Qualifications

  • Minimum of 5 years as a Senior Project Manager leading cross-functional, global projects.
  • Ability to successfully tailor and present polished messaging to leadership; crafting communications appropriate to the audience.
  • Experience with developing and implementing strategic roadmaps that align to measurable objectives; solving business problems now and for the future.
  • Proven leadership track record with a genuine interest in helping others develop and building a strong, cohesive team.
  • Ability to build cross-functional relationships and influence leaders in order to drive change and improvements in the tools and processes on a larger scale.
  • Effectively and efficiently manage ambiguity and quickly honing in on what is of value and driving what matters.
  • Leadership/Management experience preferred.
  • Background working with or in AC Support Engineering, preferred.

Description

As part of Support Engineering, the PMO leads internal tools projects and initiatives that range from workflow within a single space to complex machine learning algorithms employed across AppleCare. We work cross-functionally with the Contact Center, AC Digital, AC Service, IS&T, and more. We are called upon as PMs, Track Leads, Analysts, make-shift Trainers, and more. As a small organization, we must be smartly flexible in our roles to achieve our objectives. We are seeking to add a manager to the PMO organization. This manager will lead a group of Project and Program managers of varying experience. In addition to providing direction to the team, the role is accountable to deliver specific portions of the Capitally Funded portfolio through their team and through projects that they individually PM. This is a dynamic space with interesting complexities in which the right candidate will be enthused and thrive.

Education & Experience

Bachelor's Degree or equivalent required; Master's or higher degree a plus
PMI Certification, preferred (PMP, PMI-ACP, PgMP, PfMP)

Additional Requirements

  • This position may require some domestic travel


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Manager, AppleCare Support Engineering PMO

Apple, Inc.
Austin, TX 78701

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