Support Channels Technology and Strategy Manager

Summary

Posted: Feb 23, 2025

Weekly Hours: 40

Role Number:200592136

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 Support Programs team is seeking a manager to lead a portfolio that includes our Support Channels technical programs, including our Chat, Voice, Email and Task client software, routing technologies, and more. 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 management, 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 consistent track record of leading intricate projects, who quickly grasps technical concepts, adapts to change, and serves as an effective bridge between business units. This is a dynamic, fast-paced team with ambitious goals and a strong commitment to excellence. We are seeking a results-driven manager who brings more than just technical expertise. You 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. You will think like a technical developer, serve as a subject matter expert, and be able to set and implement strategy for the organization. You will also have a consistent track record of leading a high performing team of program owners working across many idiosyncratic tracks of work.

Minimum Qualifications

• BA or BS degree is required
• 5+ years experience in technical program management
• 5+ years of people management experience
• Skilled in translating technical concepts for non-technical audiences and vice versa.
• Demonstrated success in leading 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

• MS degree or MBA
• Experienced in crafting 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.
• 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.
• Vendor management experience, including relationship building, forecasting, purchase orders/invoicing, and contract management/negotiation.