Manager, AppleCare IVR Support Programs

Summary

Posted: Nov 21, 2024

Weekly Hours: 40

Role Number:200579353

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. The AppleCare IVR Program team is seeking a manager to lead the AppleCare IVR portfolio. This role is pivotal in shaping Apple Support’s global strategy, with ownership of the roadmap for both internal and customer-facing initiatives. The position plays a crucial part in steering and executing AppleCare’s capital investment portfolio. This role requires close collaboration with key partners across AppleCare, as well as IS&T, Retail, Product Marketing, Hardware and Software Engineering, Security, and other Apple teams.

Description

This role requires a strong blend of managerial, program, project management, and technical expertise, capable of delivering complex, cross-functional projects at scale to meet business objectives. We are seeking a highly motivated individual with a proven track record of managing intricate projects, who quickly grasps technical concepts, adapts to change, and serves as an effective bridge between business units. As a project manager, you will navigate risk, align expectations, and drive outcomes across the entire project lifecycle. This is a dynamic, fast-paced team with ambitious goals and a strong commitment to excellence. We are seeking a results-driven candidate who brings more than just technical expertise. This individual should balance a strong sense of urgency with a commitment to quality, and demonstrate a history of creative thinking, responsiveness to business needs, and adherence to high standards. The ideal candidate will think like a technical developer, serve as a subject matter expert, and be able to set and implement strategy for the organization.

Minimum Qualifications

• BA or BS degree is required, with fields of study in Computer Science, Computer Engineering, Business preferred
• 5+ years experience in IVR project/program management or similar technologies
• 5+ years of people management experience
• Vendor management experience, including relationship building, forecasting, purchase orders/invoicing, and contract management/negotiation.
• Demonstrated success in managing large, cross-functional projects within contact centers or support functions, particularly focused on technology solutions with both short-term actions and long-term goals.
• Effective communicator with the ability to convey complex information globally and synthesize insights for senior leadership.

Preferred Qualifications

• Skilled in translating technical concepts for non-technical audiences and vice versa.
• Experienced in creating process flows and optimization models.
• Ability to build and maintain strong cross-functional relationships.
• Skilled facilitator for brainstorming and requirements gathering sessions with end users.
• Advanced analytical and reporting skills, with expertise in using data to drive actionable insights.
• Self-starter with a focus on innovation, integrity, and attention to detail.
• Strong organizational and documentation abilities.
• Creative problem-solver comfortable navigating ambiguity.
• Proficient in system implementation and development life cycles.