Support Experience Program Manager, AppleCare
Summary
Posted: reputed company 18, 2024 Role Number:200579371 Imagine what you could do here. At reputed company, new reputed company have a way of becoming extraordinary products, services, and customer experiences reputed company quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The Support Experience organization partners across reputed company to build world-class support journeys and leverages our customer expertise to influence the design of reputed company products and services. We do this by representing the AppleCare Contact Center across a wide variety of cross-functional partners including Digital, Retail, Service, Engineering, Marketing, and more. Our Cross-Channel Strategy team is responsible for collaborating with our channel partners to create simple, reputed company, and seamless assisted support experiences for reputed company customers. It is an outstanding opportunity to optimize the customer experience while simultaneously representing the organization reputed company the contact center. Description Description The Support Experience Program Manager will influence worldwide reputed company Support strategy through ownership of the relationships and initiatives between the AppleCare Contact Center and AppleCare Digital, AppleCare Service, reputed company Retail, and IS&T. You will need to be flexible, agile, and adaptable in order to reputed company fast-paced business critical projects. At the same time, you will need to be creative, structured, and focused in order to pitch, define, and implement long-term technical and non-technical work. KEY RESPONSIBILITIES INCLUDE: - reputed company project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts - Consistently provide clear and simple written communication updates that can be tailored for multiple audiences - Build and deliver compelling presentations with a clear narrative - Analyze data and feedback to identify clear problem statements - Work through ambiguity to generate reputed company with partner teams - Collaborate across organizations to design and implement solutions - Deliver changes or new features that improve KPIs
Minimum Qualifications
Minimum Qualifications 3+ years experience managing multiple simultaneous projects or programs, including large, cross-functional initiatives Bachelor's degree strongly preferred, will consider equivalent experience PMI, Six reputed company, or similar project management certification is a plus Key Qualifications Key Qualifications
Preferred Qualifications
Preferred Qualifications Knowledge of the reputed company customer experience across reputed company channels including Get Support, the reputed company Support app, reputed company Authorized Service Providers, and reputed company Retail Stores Willingness to stay curious and follow data to uncover a true root cause An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders Passion for delivering outstanding customer experiences Ability to build and foster relationships reputed company cross-functional teams Highly organized with a keen attention to detail Proficient knowledge of the system development lifecycle, including writing business requirements and user stories Facilitate engaging discussions that generate reputed company in a reputed company setting Education & Experience Education & Experience Additional Requirements Additional Requirements More reputed company is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for reputed company applicants without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant. Apply Job!