Sr. Program Manager, AppleCare Business Insights

Summary

Posted: Nov 6, 2024

Weekly Hours: 40

Role Number:200573391

The Trigger Program is evolving alongside AppleCare’s “Feedback Loop” and provisioning demands. Through smart configuration we work tirelessly to enable the best customer experience through data and tool capabilities. Your main responsibility will be to analyze, optimize, and implement detailed technical plans provided by different stakeholders. You’ll collaborate closely with teams from different departments to ensure smooth integration of technical solutions, improve system performance, and contribute to the success of projects. This will involve using automation tools and data analysis to streamline processes. Additionally, you’ll play a key role in leading cost optimization and efficiency improvement projects, leveraging data-driven insights to build scalable solutions across channels and products.

Description

Become a technical expert and support system configuration, governance and intake processes on assigned programs Build positive relationships with stakeholders from around the globe and work closely with them on configuration analysis and technical business solutions to meet their objectives Collaborate with product owner on program roadmap and system improvements, identifying what needs to be done and help prioritize it Identify areas for continuous process improvement and optimization in the team’s processes and programs and drive these initiatives Communicate updates on initiatives and program statuses to management and partners Research new tools and techniques for the programs that drive things like scalability, quality and productivity

Minimum Qualifications

• 5+ years of technology and operations program/project management experience
• Proven strong analytical and technical problem solving skills with the ability to design and troubleshoot technical workflows
• Experience working with support tools and technologies such as CRM systems, ticketing systems, and knowledge management platforms
• Understanding of system impacts and configuration solutions on customer and user experiences
• Bachelors degree or equivalent experience

Preferred Qualifications

• Experience identifying issues or gaps in process and finding innovation solutions
• Comfort with ambiguity and digging into details to find clarity and direction
• Superb communication, presentation, and interpersonal skills, with the ability to optimally collaborate with stakeholders at all levels of the organization
• Experience with prioritizing and coordinating your work based on business data analytics and shifting business needs
• Consistent track record of high-quality work and strong attention to detail