Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Applecare Channel Service Program Manager

Expired Job

Apple Inc. Santa Clara , CA 95051

Posted 5 months ago

Job Summary

Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn't have imagined and now can't imagine living without. If you're excited by the idea of making a real impact and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job Just be prepared to dream big. As a part of the Channel Service Program's team, you will be responsible for aligning people, projects, and programs across multiple divisions to ensure flawless execution of strategic imperatives for the AppleCare worldwide channel service business. You will lead a team to deliver successful programs that enable optimal customer experiences and process efficiency in AppleCare's service channels (Apple Retail, Apple Authorized Service Providers, and Wireless Carriers).You possess extensive experience building and sustaining scalable service solutions in a large global company. Accountability comes naturally, and your work is typified by diligent attention to detail, and exceptional communication and consensus-building skills.

Key Qualifications

Minimum 6-10 years of project management or program management experience in fast-paced, logistics-focused businesses Minimum 4-6 years managing a high performing team in the technology service industry

Description

Responsibilities:
- Support AppleCare channel manager's and regional managers in the execution of worldwide service strategies

  • Focus on Key Performance Indicators to continuously drive improvement to CSAT and Operational Excellence

  • Build effective cross-functional partnerships within and outside of Apple

  • Craft service policies that are at once scalable and focused on the customer

  • Ensure that service infrastructure supports Apple's strategic directions

  • Author service news articles and other policy-related documentation

  • Work with channel service teams to document systems and process requirements

  • Facilitate consensus building conferences, workshops, and team meetings

  • Maintain and communicate rules of engagement for new and existing programs

  • Accurately scope out length and difficulty of channel service tasks and projects

  • Define and deliver operational reports that focus channel management in areas of greatest need

  • Adapt to the communication needs of others to effectively manage up, down and across the organization

  • Break down work into viable steps. Anticipate and adjust for problems and roadblocks.

  • Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines- Measure performance against goals. Evaluate results and hold self accountable.

  • Synthesize analytics, experience, and intuition to produce good judgement calls in support of AppleCare's strategic direction Program Management- Architects and sustains global channel service programs that enhance Customer Satisfaction and drive Operational Excellence

  • Recognizes deficiencies in processes and systems and articulates effective alternatives.

  • Remains accountable to the strategic ramifications of the programs- Authors policy and contractual content for inclusion in program manuals, agreements and other legally binding documentation- Builds effective relationships to drive execution of programs across functional groups

  • Serves as liaison to other AppleCare functions (Legal, IS&T, Bus. Development, Engineering, etc.)

  • Provides robust business analytics with a special focus on service channel logistics Project Management

  • Provides project management leadership to systems and processes integration efforts

  • Authors and maintains comprehensive project plans and business requirements documentation

  • Serves as Subject Matter Expert to broad cross-functional projects

  • Executes project plans within tight budget and schedule constraints

  • Influences others to action and accountability through example

  • Identifies risks and articulates viable mitigation strategies

  • Facilitates effective team interactions that result in consensus around key decision points Communication

  • Facilitates effective cross-functional and global project meetings

  • Maintains steady communications cadences for each project and program

  • Tailors the depth and style of communication to the needs of varied audiences

  • Crafts and delivers engaging, informative and consensus-building presentations

  • Resolves and/or escalates issues expeditiously- Communicate difficult/sensitive information tactfully Problem Solving / Technical Acumen

  • Expert in business analytics and strategic guidance- Experienced in the management of service channel logistics or related channels

  • Demonstrated knowledge of client/server and web-based systems architectures and development practices

  • Capable technical writer- author's systems requirements documentation and project plans

  • Versed in IT application development practices

  • Versed in the use of analytical concepts and tools (Excel, etc)

Education

MS/MBA preferred plus 6-9 years experience, or BA/BS degree plus 8-10 years service industry experience


upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Manager Global Channel Program Operations

Gigamon

Posted 1 week ago

VIEW JOBS 1/5/2019 12:00:00 AM 2019-04-05T00:00 The Sr. Manager Global Channel Program Operations is vital in supporting the partner program, channel management and channel sales' strategic and operational objectives. Responsibilities include developing, implementing and managing channel partner systems, processes and programs. He/ she plays a key role in increasing the business productivity and technical proficiency of the Gigamon channel partner community. The Sr. Manager Global Channel Program Operations will report to the Director of Partner Program & Operations, and will be a key contributor to the overall Channel team worldwide. The Sr. Manager Global Channel Program Operations responsibilities: * Program Operations: Lead Partner Program Operations in the day to day functions * Measure, analyze and report on the effectiveness of the Global Partner Program such as Partner Recruitment, Partner sales, technical certifications, program benefit (MDF, Rebates, etc.) ROI, and program compliance, * Manage, administer, and enforce Gigamon's Partner Program – including but not limited to partner compliance, discounts, MDF, rebates etc. * Designs policies and objectives for Gigamon's Partner Program. Provides input for forecasting and formulating program development budgets. * Partner Onboarding and Partner Portal support * Facilitate adequate channel sales reporting to the field to ensure the business has information at their disposal to make decisions * Coordinate communication on policies and procedures to support the channel road map * Lead cross functional teams to project manage and operationalize new offerings and programs * Program System Infrastructure & Process: Responsibility for sales systems and processes to drive partner and distributor autonomy * Develops enhancements for program infrastructure, including partner portal, partner specializations and programs (MDF, Rebates, etc) * Develop strategies and programs to enable our partners, promote channel adoption, drive revenue, and simplify the channel partner experience Background & Experience The objective is to recruit an experienced leader who will take ownership and responsibility for the operational side of channel sales, provide leadership and contribute effective management processes, foster a positive and energetic work atmosphere, and maintain a cross functional relationship between the Channel organization, Channel Sales, Channel Marketing, and the rest of the company. * Background in Channel Operations, Sales Operations, Sales, Sales Finance or similar role at a fast-paced technology company (hardware or software) * Understand the importance of financial & regulatory rules, i.e. Rebate, Discount, MDF * Strong, proven track record of supporting executive level sales staff with, but not limited to: Executive-level presentations, ad-hoc reporting and analysis * Experience taking WW initiatives and metrics and tuning them to the Channel needs and goals. * Partner Onboarding and Partner Program Management * Knowledge in CRM systems (preferably Salesforce.com), CCI, Steelbrick with a background in developing business requirements needed to build new tools and improve existing ones * Proficient in using Business Intelligence tools, building reports or managing the building of the reports & enabling channel sales staff on value and use of the tools * Detail oriented and energetic professional with a team player attitude * Superb verbal and written communication skills * Excellent analytical and problem solving skills to enable informed decision making * Willingness to travel globally Gigamon Santa Clara CA

Applecare Channel Service Program Manager

Expired Job

Apple Inc.