AppleCare AMR-ALAC Channel Programs Manager

$107,300 - $161,300/Yr

Apple - Sunnyvale, CA

Full-time - Mid Level

Sunnyvale, CA

Computer and Electronic Product Manufacturing

About the position

The AppleCare AMR-ALAC Channel Programs Manager is responsible for leading project and program management efforts within the AppleCare Service Channel. This role focuses on enhancing service content and improving service strategies across various divisions, ensuring a world-class service experience for customers. The manager will collaborate with cross-functional teams, facilitate consensus, and drive projects that align with Apple's service goals.

Responsibilities

• Aligns people, projects, and programs across multiple divisions to ensure flawless execution of service content.
• Facilitates consensus building through core team meetings.
• Supports World Wide & AMR regional service content projects and service channels for various partners.
• Recognizes opportunities in processes and systems and articulates effective alternatives.
• Anticipates and adjusts for roadblocks, calling out risks.
• Conducts post-mortems and incorporates lessons learned into future projects.
• Conducts project reporting and tracking, measuring project success.
• Works in close partnership with cross-functional teams that develop and consume Service Content.
• Maintains steady communications cadences to field service teams in support of each project and program.
• Focuses on Key Performance Indicators to continuously drive improvement to CSAT and Operational Excellence.

Requirements

• Dynamic project or program management experience.
• Ability to align cross-functional teams and projects effectively.
• Strong communication and consensus-building skills.
• Experience in managing service content and service channels.
• Ability to recognize process improvement opportunities and implement alternatives.

Nice-to-haves

• Experience in working with Authorized Service Providers and Telco Carriers.
• Familiarity with B2B partnerships and Retail Channels.
• Knowledge of Key Performance Indicators related to customer satisfaction.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Opportunity to participate in employee stock programs.