About the position
Responsibilities
• Conceive, analyze, develop, and lead strategic process improvement and new, innovative program initiatives for Apple's support business.
• Analyze current state tools and procedures working toward strategic change to improve the contact center and help achieve overall business objectives.
• Capture and write business requirements.
• Lead initiatives of various sizes from analysis through to implementation.
• Represent the Advisor Tools Team and the Support Programs organization to other internal groups and occasionally to customers.
• Coordinate efforts and ensure that internal groups are informed of new program developments.
• Ensure projects are delivered on time, within budget, and consistent within the larger context of the program/project.
• 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 and as a top level contributor in resolving project direction.
Requirements
• BA/BS or equivalent experience required.
• 5-7 years project/program management experience.
• Experience handling projects/programs of all sizes, including large, cross-functional contact center or support initiatives.
• Experience with project/program management methodology.
• Excellent communication skills.
• Strong leadership, presentation, and analytical skills.
• Ability to maintain and develop relationships within cross-functional teams.
• Excellent organizational and documentation skills.
• Proficient knowledge of the system development life cycles.
• Domestic travel one week per quarter.
Nice-to-haves
• PMI, Six Sigma or similar certification preferred.
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