Support Engineering Project Manager

Austin, TX
  • Job Code
    200055257
Summary

Summary

Posted: Apr 29, 2019

Role Number: 200055257

AppleCare Support Engineering is a fast-paced, dynamic organization that is responsible for partnering with Apple Engineering and the Contact Center to bring remarkable support strategies to life. Our role is understanding the "why" of every Customers contact and ensuring that their experience is world-class. Product Readiness, Response, and Tier 3/Tier 4 level Technical Support are all part of this vast organization.

We are looking for an experienced project manager capable of leading multiple initiatives of varying scale, complexity, and focus. In this role, you will partner directly with the Enterprise Support Engineering organization to manage initiatives that support their organizational objectives, as well as work cross-functionally with Contact Center and Account Management organizations to deliver broad range results in various roles.

The right candidate for this role will have significant experience in both project and program management, enjoys challenges and has a back ground in change management

This role is full-time and is located on our Austin, TX campus

Key Qualifications

  • 5+ years of overall experience working in the project management field with PMP Certification. Preference is a Project Manager who has experience as a Software Technical PM or has a strong technical background
  • Knowledge of and demonstrated experience in Program Management
  • Strong verbal and written communication skills and coordination with multiple technical and business teams
  • Excellent Presentation skills and crafting presentations that communicate messages succinctly and effectively
  • Experience in facilitation across multiple business organizations with the ability to drive consensus through collaboration and negotiation
  • Executive level communications to individual contributor assignments. (A willingness to roll up your sleeves and get work done)
  • You should be ambitious, highly motivated, innovative, and have a consistent record of running multiple initiatives
  • Strong business insight and customer focus; an analytical thinker who is data-driven with a can-do attitude and flexibility to accommodate evolving business needs
  • Solid record of driving effective change in a fast paced environment across multiple locations
  • Proficient with Apple products, office productivity software, and project planning tools
  • A successful candidate will be transparent in all their actions, proactive in their approach, and flexible with their style

Description

You'll be leading programs and projects related to core systems for AppleCare likeCore/iLog, Genesys, EES, GCRM and backend system improvements. These releases happen multiple times a year and will include new features and/or bug fixes that impact workflow. Building new workflow enhancements to support the evolving business direction across tool sets. Facilitating and coordinating improvements to the AC Enterprise Portal, a cross-functionally shared customer-facing portal. You'll provide direction, support, and partnership to the Business Testing and Production Sustaining teams. You'll also be handling smaller initiatives run through the BI teams and facilitating business process re-engineering initiatives, as necessary. Leading organization meetings, monthly and quarterly program updates. This job spans Enterprise support from tactically managing tickets to driving a strategic roadmap. It is challenging and meaningful, It will require someone who will be in the details while traversing various levels of management and engagement. It can be immensely rewarding

Education & Experience

BS degree or higher

PMP Certification, PgMP desired, PMI-ACP, PMI-PBA considered

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Support Engineering Project Manager

Apple, Inc.
Austin, TX

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