Back to search.Apple - Support Project Manager
| Employment Type: | Permanent |
| Location: | Cork - South-West, Ireland |
| Salary: | Competitive |
| Languages: | English |
Overview
We are looking for an AppleCare Support Project Manager with strong project management skills. This role will require the ability to run multiple projects within the contact center space with varying scale and focus. As the AppleCare project portfolio changes each year, the need for a person that can flexibly move between projects across the contact center space becomes more and more important. Strong skills in gathering and change management are critical to this role.
The successful candidate in this role will have an extensive background in project management. The ability to gather and document requirements, analyze impacts and effectively communicate to the business partners, IS&T, and executive management is essential. As support programs leads the strategic vision for the Contact Center, this person must be able to understand not only the current project portfolio, but also the 3-5 year roadmap in the various spaces.
This role will be measured on the success of project(s) implementation from harnessing scope, to change management, to readiness, training, and communication. Professionalism is critical as it is a global role. Communications and travel to the various AppleCare sites will be required to be effective.
Responsibilities
The responsibilities of the AppleCare Support Project Manager position includes, but are not limited to:
Conceiving, analyzing, developping, and managing strategic process improvements and new, innovative program initiatives for Apple's support business. A large part of this role will be analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives. Gathering and writing of business requirements documents and BHU's is a critical part of this role.
In this role, there will be the opportunity to lead initiatives of various sizes from analysis
through to implementation (from team specific to global in nature).
In addition, the successful candidate will:
• represent the Support Programs organization as a whole to other internal groups and occasionally to customers to ensure that Apple's service and support objectives are understood. Coordinate efforts and ensure that internal groups are informed of new program developments in other Apple areas.
• Have thorough knowledge of the project management cycle and required leadership is necessary to ensure projects are delivered on time, within budget and are consistent within the larger context of the program/project. A smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners is key.
• Ensure initiative alignment with business vision, strategy and deployment within company.
• Act independently and as a top level contributor in determining project direction and frequently be a team leader on major, complex projects.
Requirements:
• Knowledge of and experience with project/program management methodology
- Six Sigma, PMI or other related certification a plus.
• Experience managing projects/programs of all sizes, including large, crossfunctional contact center or support initiatives.
• Professional persona and attitude
• Excellent communication and presentation skills
• Good leadership ability
• Good presentation skills
• Ability to maintain and develop relationships within the cross-functional teams
• Strong analytical mind
• Excellent organizational and documentation skills
• Proficient knowledge of the system development life-cycles
• Sense of humor preferred
• Normally requires 5+ years project/program management experience, ideally
with PMI or similar certification.
• Bachelors degree highly preferred.
We are looking for an AppleCare Support Project Manager with strong project management skills. This role will require the ability to run multiple projects within the contact center space with varying scale and focus. As the AppleCare project portfolio changes each year, the need for a person that can flexibly move between projects across the contact center space becomes more and more important. Strong skills in gathering and change management are critical to this role.
The successful candidate in this role will have an extensive background in project management. The ability to gather and document requirements, analyze impacts and effectively communicate to the business partners, IS&T, and executive management is essential. As support programs leads the strategic vision for the Contact Center, this person must be able to understand not only the current project portfolio, but also the 3-5 year roadmap in the various spaces.
This role will be measured on the success of project(s) implementation from harnessing scope, to change management, to readiness, training, and communication. Professionalism is critical as it is a global role. Communications and travel to the various AppleCare sites will be required to be effective.
Responsibilities
The responsibilities of the AppleCare Support Project Manager position includes, but are not limited to:
Conceiving, analyzing, developping, and managing strategic process improvements and new, innovative program initiatives for Apple's support business. A large part of this role will be analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives. Gathering and writing of business requirements documents and BHU's is a critical part of this role.
In this role, there will be the opportunity to lead initiatives of various sizes from analysis
through to implementation (from team specific to global in nature).
In addition, the successful candidate will:
• represent the Support Programs organization as a whole to other internal groups and occasionally to customers to ensure that Apple's service and support objectives are understood. Coordinate efforts and ensure that internal groups are informed of new program developments in other Apple areas.
• Have thorough knowledge of the project management cycle and required leadership is necessary to ensure projects are delivered on time, within budget and are consistent within the larger context of the program/project. A smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners is key.
• Ensure initiative alignment with business vision, strategy and deployment within company.
• Act independently and as a top level contributor in determining project direction and frequently be a team leader on major, complex projects.
Requirements:
• Knowledge of and experience with project/program management methodology
- Six Sigma, PMI or other related certification a plus.
• Experience managing projects/programs of all sizes, including large, crossfunctional contact center or support initiatives.
• Professional persona and attitude
• Excellent communication and presentation skills
• Good leadership ability
• Good presentation skills
• Ability to maintain and develop relationships within the cross-functional teams
• Strong analytical mind
• Excellent organizational and documentation skills
• Proficient knowledge of the system development life-cycles
• Sense of humor preferred
• Normally requires 5+ years project/program management experience, ideally
with PMI or similar certification.
• Bachelors degree highly preferred.
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