Project Manager, Financial Products Support Readiness

Austin, TX 78701
  • Job Code
    200243120
Summary

Summary

Posted: May 25, 2021

Weekly Hours: 40

Role Number:200243120

The WW Support Programs and Care Strategy organization is seeking an innovative and passionate project manager ...Summary

Summary

Posted: May 25, 2021

Weekly Hours: 40

Role Number:200243120

The WW Support Programs and Care Strategy organization is seeking an innovative and passionate project manager to manage a growing portfolio of contact center programs. This project manager will influence worldwide Apple Support strategy while owning the roadmap for several internal and customer facing products and initiatives. This project manager will play a key role in guiding and delivering on AppleCare's capital investment portfolio.

This is a fast-paced, cohesive team with aggressive goals and tremendous drive! It is an outstanding opportunity to deliver new customer support experiences, while simultaneously representing the organization well beyond the contact center. Key partnerships include members of all AppleCare organizations, IS&T, Retail, Product Marketing, MarCom, Software/Hardware Engineering and beyond.

Key Qualifications

  • 3-5 years experience leading and developing teams of technically minded individuals
  • 3-5 years experience in the financial banking industry, experience with regulatory bank auditing is a plus
  • Experience managing projects or programs, including large, cross-functional contact center or support initiatives, preferably with an emphasis on technology solutions
  • Extensive knowledge of the AppleCare Contact Center tools and processes is a plus
  • Knowledge of Apple Support customer experiences
  • Excellent written and verbal communication skills with experience speaking publicly to varied audiences
  • Ability to maintain and develop relationships within the cross-functional teams
  • Strong analytical and organizational skills
  • Proficient knowledge of the system development life-cycles

Description

The ideal candidate is:

An experienced operator in the customer support sphere with a deep passion for crafting experiences for customers and delivering innovative solutions for our global Advisor population.

A strategist with a long-term vision and track record for innovation, who will identify new opportunities and standard methodologies while directing strategic and innovative support programs on time, on budget, and aligned with organizational goals. A hard worker who drives a team of people to execute a defined strategy, while being part of day-to-day contact center interactions.

A fantastic communicator with the ability to move fluidly between communication styles to meet a varied audience; must be able to present to leadership one day and host a roundtable with Advisors the next.

A detailed-oriented, hands-on leader, who takes full accountability from conception through implementation of critical support initiatives; applies tactical needs to a long term strategy in order to keep the organization on a path that is flexible, scalable, and addresses immediate business problems.

An problem solver who oversees the development and enhancement of measurement and analytical methodologies "cradle-to-grave", both pre and post implementation, to ensure ongoing program success.

A great cross-functional business partner with strong relationship-building skills who advises business groups across the company and provides strategic direction on initiative selection, integration, resources and prioritization, and ensures initiative alignment with business vision, strategy and deployment within company.

Education & Experience

BS/BA or equivalent experience required

Additional Requirements

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Project Manager, Financial Products Support Readiness

Apple, Inc.
Austin, TX 78701

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