Applecare Shared Services Trigger Program Manager

Apple Inc. Austin , TX 78719

Posted 3 months ago

Job Summary

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly.

Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.The GSO Shared Services Sustaining team is looking for a strong Senior Business Analyst to join the Trigger Administration team to serve as Subject Matter Expert (SME) for AppleCare's global Trigger Visualizer tool and operational strategies.

We are looking for someone who can join this dynamic team to execute the systemic changes for front end systems while helping to balance the long term strategy for our program. It is a rare opportunity to work with AppleCare Contact Center management and cross-functional partners including Engineering, Reporting, Retail, Services, Support Programs, Operations, and IS&T.

Key Qualifications
5-7 years business analyst, product ownership or program management experience

Ability to quickly understand and make critical decisions in a fast paced environment

Ability to prioritize and execute tasks while driving for results

Ability to balance ongoing responsibilities during business critical product launches such as New Product IntroductionAbility to execute on critical issues while maintaining attention to detail

Excellent written and verbal presentation skills with experience presenting to varied audiences

Strong leadership skills Ability to maintain and develop relationships within the cross-functional teams

Strong technical, analytical, and social skills Experience in IT development and deployments

Ability to work flexible hours and be on call nights and weekends

Some travel require

Description

You will be responsible for the sustained operation and maintenance of Trigger Visualizer, the primary system for collection of engineering data, program data, and customer interactions in iLog, Mobile Genius, and GSX. The role will include hands-on development of triggers setups in Trigger Visualizer and verification of triggers in front end systems.

You will also support of day-to-day operations, ownership of the governance process, and represent AppleCare Global Support Organization regarding trigger capabilities and LOE for business configurable setups. You will handle customer relationships and expectations by developing a communication process to keep others up-to-date on timelines and governance. You will serve as partner across a variety of initiatives with impact to contact centers, Apple Retail, and service channels.

You will work with broad, cross-functional teams to ensure updates, improvements, and changes are integrated to the Trigger Visualizer Program with minimal effect on the ongoing operation of the business. You will distill down feedback items to understand the business needs and help prioritize improvement requests, coordinate efforts, and ensure that AppleCare leadership and cross-functional partners including; Reporting, Support Programs, Operations, Retail, and IS&T are informed of emerging issues that impact the Advisor, Genius, Carrier, or Customer experience. You will need to act independently as a top-level contributor to drive improvements benefiting to the AppleCare Contact Center, Apple Inc, and Apple customers. Travel is required, as this is a global role.

  • Partner with Software and Hardware Engineering teams and Services teams for critical execution of trigger setups throughout the fiscal year and for New Product Introduction

  • Work with the IS&T and Advisor Tools Business Development team to fix production issues and drive the Trigger Visualizer improvement roadmap

Education

BS/BA or equivalent experience required, PMI or similar certification highly desirable.Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.



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
GSO Shared Services Trigger Program Manager

Apple Inc.

Posted 2 weeks ago

VIEW JOBS 10/31/2018 12:00:00 AM 2019-01-29T00:00 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.The GSO Shared Services Sustaining team is looking for a strong Program Manager to drive program strategy, provide oversight, and become the Subject Matter Expert (SME) for the Trigger Visualizer tool that delivers triggers to front end systems in AppleCare, Retail, and at AASP/Carriers. We are looking for someone who can join this dynamic team to help balance the long term strategy for our program while executing and improving the day to day experience for our users. It is a unique opportunity to work with the AppleCare Contact Center management and cross-functional partners including; Engineering, Reporting, Retail, Services, Support Programs, Operations, and IS&T. 5-7 years product ownership or program management experienceAbility to quickly understand and make critical decisions in a fast paced environmentAbility to delegate tasks, lead without authority, and aim for resultsAbility to prioritize and balance ongoing responsibilities with business critical product launches and issuesExcellent written and verbal presentation skills with experience presenting to varied audiencesStrong leadership skills Ability to maintain and develop relationships within the cross-functional teamsStrong analytical and interpersonal skills Proficient knowledge of the system development life-cyclesExperience in IT development and deploymentsAbility to work flexible hours and be on call nights and weekendsSome travel required You will be responsible for the sustained operation and maintenance of Trigger Visualizer, the primary system for collection of engineering data, program data, and customer interactions in iLog, Mobile Genius, and GSX. You will be the expert for triggers setups and delivery to front end systems. In addition to trigger execution, you will maintain and improve key functionalities including user interface, components & issues, Trigger questions, and much more. You will lead the governance process and long term qualitative strategies and represent the AppleCare Global Support Organization regarding trigger capabilities and LOE for business configurable setups. You will manage customer relationships and expectations by developing a communication process to keep others up-to-date on timelines and SLAs and serve as partner across a variety of initiatives with impact to contact centers, Apple Retail, and service channels. You will work with broad, cross-functional teams to ensure updates, improvements, and changes are integrated to the Trigger Visualizer Program with minimal and expected effect on the ongoing operation of the business. You will distill down feedback items to understand the business needs and help prioritize improvement requests, oversee efforts, and ensure that AppleCare leadership and partners are informed of emerging issues that impact the Advisor, Genius, Carrier, or Customer experience. You will act independently as a top-level contributor to drive improvements benefiting the AppleCare Contact Center, Apple Inc, and Apple customers. Travel is required, as this is a global role. Partner with Software and Hardware Engineering teams and Services teams for trigger setups throughout the fiscal year and for New Product Introduction Lead interactions with AppleCare Contact Center management and cross-functional partners including; Reporting, Support Programs, Operations, Retail, and IS&TExecute and deliver Triggers to front end systems: iLog, Mobile Genius, and GSXDrive and maintain operations and government processWork with the IS&T and Advisor Tools Business Development team to fix production issues and drive the Trigger Visualizer enhancement roadmap BS/BA or equivalent experience required, PMI or similar certification highly desirable.Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Apple Inc. Austin TX

Applecare Shared Services Trigger Program Manager

Apple Inc.