Urgent! Channel Support Program Manager, AppleCare Job Opening In Austin – Now Hiring Apple
**Weekly Hours:** 40
**Role Number:** 200617958-0240
**Summary**
Imagine what you could do here.
At Apple, great ideas have a way of becoming excellent products, services, and customer experiences very quickly.
The Customer Communication Channels Team is looking for a strong Program Owner to help inform and influence the evolution of the contact center’s current Genesys architecture with a focus on crafting an infrastructure that supports the future of AppleCare.
The person in this position will help drive strategy for the tools and technical infrastructure supporting AppleCare Advisors and contact center strategies across various support channels.
This is a fast-paced team with bold targets, offering an outstanding opportunity to work on strategic projects that help AppleCare achieve its business goals.
The team is cohesive and collaborative with amazing talent and tremendous drive.
Bring passion and dedication to your job and there's no telling what you could accomplish.
**Description**
KEY RESPONSIBILITIES INCLUDE:
Support an organizational analysis of current tools and procedures working toward strategic change to improve the contact center and help achieve overall business objectives.
Conceive, analyze, develop, and lead global strategic process improvement and new, innovative program initiatives with a focus on the business strategies and technological infrastructure for contact center tools.
Gather and write business requirements documents and Clarity Ideas.
Lead initiatives from analysis through to implementation, with impact ranging from scope ranging from narrow use cases to global in nature.
Represent the Customer Communication Channels Team and the Support Programs organization as a whole to other internal groups, third parties such as Vendors, users, and occasionally to customers to ensure that Apple's service and support objectives are understood.
Coordinate efforts and ensure that internal groups are informed of new program developments.
Ensure projects are delivered on time, within budget and are consistent within the larger context of the program and related projects.
Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners.
Ensure initiative alignment with business vision, strategy and deployment within the company.
Act independently as a top level contributor in figuring out project direction, and frequently as a team leader on major, sophisticated projects.
Maintain strict secrecy on confidential projects.
Travel, both in region and globally, a required.
**Minimum Qualifications**
+ BS/BA or equivalent experience
+ 5 years of project or program management experience
+ Strong familiarity with the AppleCare implementation of the Genesys platform and its multi-application architecture.
+ Working knowledge of the consumer, business, and partner support flows provided by AppleCare with an emphasis on which and how each support channel is used within the various support flows.
+ Experience handling projects or programs of all sizes, including global, cross-functional contact center or support initiatives.
+ Experience planning and implementing a business strategy for deploying tools and technology that underpin contact center solutions.
+ Proficient knowledge of system development life-cycles.
+ Ability to develop and manage relationships within cross-functional teams.
+ Excellent analytical, organizational, and documentation skills.
+ Excellent communication skills and ability to adapt to a variety of audiences.
**Preferred Qualifications**
+ 7+ years of project or program management experience
+ Six Sigma, PMI or other related certification is a plus.
+ Project management experience with contact center tools.
+ Extensive knowledge of AppleCare tools and procedures.
+ Experience in strategic planning regarding the implementation and use of multiple channels in a global contact center environment.
+ Experience leading large change management initiatives in complex organizations.
Apple is an equal opportunity employer that is committed to inclusion and diversity.
We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .
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Unlock Your Channel Support Potential: Insight & Career Growth Guide
Real-time Channel Support Jobs Trends in Austin, United States (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Channel Support in Austin, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 63542 jobs in United States and 487 jobs in Austin. This comprehensive analysis highlights market share and opportunities for professionals in Channel Support roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Apple is currently hiring and seeking a Channel Support Program Manager, AppleCare to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Apple adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Channel Support Program Manager, AppleCare Jobs United States varies, but the pay scale is rated "Standard" in Austin. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Channel Support Program Manager, AppleCare typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Channel Support Program Manager, AppleCare interview at Apple, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Apple's products or services and be prepared to discuss how you can contribute to their success.
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