Summary

　　Posted: Dec 8, 2023

　　Role Number:200527545

　　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 build products - they craft 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 AppleCare Support Experience Special Projects Team is seeking a passionate Technical Project Manager to manage a growing portfolio of contact center programs. This role will influence worldwide Apple Support strategy as well as customer-facing experiences while driving contact center readiness for highly complex, confidential projects.

　　Key Qualifications

　　Key Qualifications

　　Minimum 5 years experience managing projects or programs, including global, cross-organizational customer support initiatives, with an emphasis on technology solutions 1-3 years experience in regulatory compliance (any industry) including controls implementation and monitoring Deep knowledge crafting service processes with the comprehensive customer journey in mind Ability to abstract technical details and effectively communicate to audiences at different levels Excellent organizational and documentation skills Outstanding influencing skills to unify and collaborate with teams with varied strengths Successful track record handling large-scale high profile projects and deadlines Proficient knowledge of the system development life-cycles Extensive knowledge of contact center tools and processes a plus

　　Description

　　Description

　　Advocate for the customer and Advisor experience while keeping Apple in compliance within a complex regulatory space. Investigate, understand and document regulatory requirements to influence solution design and define controls monitoring. Ensure compliance across Advisor systems, training, content and quality measurement and drive deliverables through partner teams. Encourage others to fight for excellence, even under competing priorities and pressures. See opportunities to use automation to maximize efficiency. Proactively look for risks (regulatory, technological, organizational, political) and identify appropriate mitigation plans Work well independently as well as seek expertise and involve the right experts for the best customer and Advisor experience. Drive schedule, planning meetings and activities for Compliance of Contact Center operations. Foster healthy debate and seek to understand multiple perspectives. Analyze data and report on program risks and controls. Approach problems flexibly, and be willing to adapt and modify your approach, without compromising on the outcome.

　　Education & Experience

　　Education & Experience

　　BS CE/CS or equivalent experience required

　　Additional Requirements

　　Additional Requirements

　　Pay & Benefits

　　Pay & Benefits

　　At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $144,400 and $217,400, and your base pay will depend on your skills, qualifications, experience, and location.

　　Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

　　Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.