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 3 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


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.
Download the
LiveCareer app and find
your dream job anywhere
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
Partner Enablement Global Program Manager

Servicenow

Posted 3 days ago

VIEW JOBS 11/16/2018 12:00:00 AM 2019-02-14T00:00 Partner Enablement Global Program Manager Location: Santa Clara, CA ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. What you get to do in this role: Based out of our Corporate Headquarters in Santa Clara, California and reporting to the Partner Sales Enablement Manager, the role of the Partner Enablement Program Manager is to provide program management support to our Partner Enablement experience. This role will help define, manage and improve ServiceNow's partner enablement strategy. The Program Manager will identify and execute the strategy for gathering feedback and performance data from the various partner enablement programs, analyzing trends providing recommendations for program improvement. This role will also help coordinate, organize and assist with global instructor led Partner Enablement events like Partner Shark Camps. The Program Manager will work with Marketing to coordinate event announcements, secure course materials, presenters and supplies as well as post-event activities like event assessment analysis, event executive summaries and other reports as needed. In addition, the Program Manager will help to facilitate the event and present content as needed. Additionally, the Program Manager will assist with the development and management of the Partner Sales Enablement Learning Path. The Program Manager will define and administrator these learning paths with activities including content and activity definition/creation, process and system maintenance, reporting and learner administration. The Program Manager will also be an active participant in the Partner Enablement Steering Committee and Work Group, helping to coordinate partner enablement efforts with others partner teams within ServiceNow. The Program Manager will coordinate meeting events, cross-functional activities and deliverables, and communications to ServiceNow executives. The ideal candidate will have experience coordinating and managing training programs across multiple teams and geographies. This role requires a well-rounded individual who has excellent organizational and interpersonal skills as well as proven program management skills. This creative, self-starting candidate should have the ability to work well with and gain the respect of other both internal and external colleagues. Core Responsibilities and Activities * Create, design and execute business programs * Communicate enablement programs to Global Partner Ecosystem as well as ServiceNow * Enablement event logistics and coordination * Identification and reporting of company and individuals progress through enablement programs * Administration of Learning Management System * Creation, maintenance and updating of training curriculum database * Liaison and communication with Partner Enablement stakeholders across multiple time zones In order to be successful in this role, we need someone who has: * Experience in managing multiple complex programs * High level of flexibility, creativity and dependability * Utilize effective techniques to organize projects to ensure high quality * Self starter, motivator and innovator * Good working knowledge of MS Office applications including: Word, Excel, and PowerPoint as well as Learning Management Systems and web conferencing applications
 * Very detail oriented with excellent written and oral communication skills * Acts ethically, with integrity and in the best interests of the company at all times. We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. Servicenow Santa Clara CA

Applecare Channel Service Program Manager

Expired Job

Apple Inc.