Support Experience Program Manager, Apple Care

Summary

Posted: Nov 16, 2024

Weekly Hours: 40

Role Number:200578241

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 Support Experience organization partners across Apple to build world-class support journeys and leverages our customer expertise to influence the design of Apple products and services. We do this by representing the AppleCare Contact Center across a wide variety of cross-functional partners including Digital, Retail, Service, Engineering, Marketing, and more. Our Cross-Channel Strategy team is responsible for collaborating with our channel partners to create simple, intuitive, and seamless assisted support experiences for Apple customers. It is an outstanding opportunity to optimize the customer experience while simultaneously representing the organization beyond the contact center.

Description

The Support Experience Program Manager will influence worldwide Apple Support strategy through ownership of the relationships and initiatives between the AppleCare Contact Center and AppleCare Digital, AppleCare Service, Apple Retail, and IS&T. You will need to be flexible, agile, and adaptable in order to lead fast-paced business critical projects. At the same time, you will need to be creative, structured, and focused in order to pitch, define, and implement long-term technical and non-technical work. KEY RESPONSIBILITIES INCLUDE: Develop project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts Consistently provide clear and simple written communication updates that can be tailored for multiple audiences Build and deliver compelling presentations with a clear narrative Analyze data and feedback to identify clear problem statements Work through ambiguity to generate consensus with partner teams Collaborate across organizations to design and implement solutions Deliver changes or new features that improve KPIs

Minimum Qualifications

• 3+ years experience managing multiple simultaneous projects or programs, including large, cross-functional initiatives
• Bachelor’s degree strongly preferred, will consider equivalent experience
• PMI, Six Sigma, or similar project management certification is a plus

Preferred Qualifications

• Knowledge of the Apple customer experience across all channels including Get Support, the Apple Support app, Apple Authorized Service Providers, and Apple Retail Stores
• Willingness to stay curious and follow data to uncover a true root cause
• An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders
• Passion for delivering outstanding customer experiences
• Ability to build and foster relationships within cross-functional teams
• Highly organized with a keen attention to detail
• Proficient knowledge of the system development lifecycle, including writing business requirements and user stories
• Facilitate engaging discussions that generate ideas in a workshop setting

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $111,400 and $209,900, and your base pay will depend on your skills, qualifications, experience, and location.
  
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
  
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.