Call Center Program Lead

Apple Inc. Cupertino , CA 95014

Posted 6 months ago

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. Apple seeks an extraordinary, customer focused and motivated person to instantiate a mission critical call center. You will drive strategic direction and implementation of an entirely new service organization, working cross-functionally with development teams across Apple and a selected set of vendor partners. You possess impeccable business insight, a strong drive for results, and the ability to navigate a complex and evolving business area. You will be expected to lead this organization to design and a scale a new service offering and related processes that deliver value to Apple, our customers and our partners.

At least 5 years experience with designing, building and overseeing customer, enterprise and/or public safety emergency call centers At least 5 years industry experience in technology consulting, wireless or enterprise services that require 99.999% availability At least 5 years of leadership experience Experience managing large-scale projects and exceptional organizational skills Excellent verbal and written communication skills; ability to communicate upward concisely

Key Responsibilities:

  • Define user expectations and key performance requirements

  • Down-select and project manage outsourced support vendors

  • Define processes and policies to ensure our customers receive a premium service experience

  • Partner with internal organizations to ensure service infrastructure and outputs support Apple's strategic direction

  • Verify and maintain high-quality, 24/7 operational delivery

  • Create tools to streamline user interactions and operational efficiencies

  • Accountable for leadership and coordination of operational, technical, commercial, systemic, and financial support activities

BA/BS degree, advanced degree in operations or business preferred.

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