Apple is a place where extraordinary people do their best work together. We work diligently to create products and experiences people once couldn’t have envisioned. If you’re excited by the idea of making a real impact on Apple’s service channel then Service Channel Project Management could be the place for you.Our team features an open and collaborative environment with thoughtful and creative people solving complex problems. We believe in doing whatever it takes to support the service channel and our customers! We are a small team with great responsibility. The Service Channel Project Management team provides project and program management for AppleCare Service Content and AppleCare Service Channel Management. AppleCare Service Content provides the foundation for technicians to support our customers worldwide. We create training and reference materials to ensure customers have a world-class service experience whenever and wherever they need it. These days, content rules, and you’re only as good as the content you are releasing. Developing cohesive and engaging visual designs is key to providing useful training and reference content to our global service audience. AppleCare Service Channel Management program managers act as the primary interface between AppleCare’s business units and field service managers. They work with a wide scope of cross-functional teams to lead projects implementing service strategy changes and make improvements to the service channel. The program manager will work to communicate daily across these groups and drive projects by influencing and motivating cross-functional teams.

Description

- Dynamic project or program manager- Aligns people, projects, and programs across multiple divisions to ensure flawless execution of service content.- Facilitates consensus building through core team meetings - Focus on supporting World Wide & AMR regional service content projects and service channels for Authorized Service Providers, Telco Carriers, Independent Repair Providers, B2B partnerships and Retail Channels- Recognizes opportunities in processes and systems and articulates effective alternatives- Anticipate and adjust for roadblocks. Call out risks.- Conducts post-mortems, communicate and incorporate lessons learned.- Conduct project reporting and tracking. Measure project success.- Works in close partnership with cross-functional teams that develop and consume Service Content including content writers and media production.- Work in close partnership with cross-functional teams that also support service channels: CSO, CSS, Contact Center, Channel Systems, Training, Digital and more!- Support AppleCare channel manager’s and regional managers in the execution of service strategies- Serves as liaison between channel management to other AppleCare business functions (Legal, IS&T, Bus. Development, BPR, PMO, Engineering, etc.)- Maintain steady communications cadences to field service teams in support of each project, program and anything channel impacting- Focus on Key Performance Indicators to continuously drive improvement to CSAT and Operational Excellence in our service channels

Minimum Qualifications

  • Demonstrated team player willing to roll-up their sleeves to tackle the task at hand
  • Strong verbal and written communication skills. Intuition on what to communicate and when.
  • Can build effective relationships to drive execution of projects across groups
  • Able to make decisions in a timely manner, sometimes with incomplete information and under tight deadlines
  • Can influence from a place of informal leadership
  • Author and maintain comprehensive project plans and business requirements documentation
  • Understanding of project processes and lifecycle
  • Versed in the use of project management tools and collaboration tools

Key Qualifications

Preferred Qualifications

  • MS/MBA preferred plus 6-9 years experience, or BA/BS degree plus 8-10 years service industry experience
  • 6-10 years of project management or program management experience in fast- paced, logistics-focused businesses

Education & Experience

Additional Requirements

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 $107,300 and $161,300, 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.

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.