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 AppleCare, Support Programs QA Channel Readiness Project Manager - Austin, Texas, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200211984 / Latpro-3766115 
Date posted: Dec-19-2020
State, Zip: Texas, 78729


AppleCare, Support Programs QA Channel Readiness Project Manager

Austin , Texas , United States

Support and Service


Posted: Dec 19, 2020

Weekly Hours: 40

Role Number: 200211984

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. AppleCare Support Programs QA is looking for a Channel Readiness Project Manager that will support Channel Service Support to influence the design & implementation of improvements to systems, business processes and reporting. The role will be responsible for supporting projects across all products, channels and regions. The PM will also be responsible for cross-regional coordination, meetings and projects, which may require flexible hours. We would like this candidate to have experience with continuous process improvement, excellent communication and interpersonal skills, as well as the ability to work with cross-functional teams/owners and leading with limited information or oversight. This person will lead and execute tasks, projects and ad hoc requests with business partners, while providing AMR and Global management with accurate assessments of project and process approaches, issues, and risks. A successful Channel Readiness Project Manager will have the ability to look beyond the current process and refine/define/redefine/implement processes that align with the organization's strategic goals, while addressing potential future business needs. The ideal candidate for this position will have very strong leadership-influence skills, as well as business analysis skills.

Key Qualifications

  • SAP experience preferred
  • Experience with projects from prioritization and design, to planning and implementation
  • Coordinating efforts with other regions, often requiring additional hours and late/early phone calls
  • Excellent communications skills
  • Effective presentation skills, especially at the executive level
  • Experience working with tools that impact processes and data
  • Experience working in a large, sophisticated global organization
  • Experience working with both IT and Sales business partners


Responsible for ensuring that new product repair strategies, programs, and system projects are completed within project timelines and appropriately developed to optimally meet LOB requirements. Demonstrate a high level of understanding of the project lifecycle (globally) and effectively communicate project status and requirements. Review business requirements, ensure clarity, and establish goals and expectations for projects and requests. Coordinate and participate in User Acceptance Testing and documentation of processes (May be required to run UAT from an AppleCare perspective on large projects affecting many areas across Apple). Anticipate potential problems and work proactively to provide and implement solutions to a wide range of global, cross-functional issues. Negotiate and set expectations with regional team members and management. Meet commitments and drive closure to open items (Results focused). Support key business objectives. Develop innovative solutions, systems, and products to support AppleCare objectives. Manage AMR portfolio of projects. Work with IS&T, BPR (Business Process Re-Engineering), SMEs, UAT teams, and Project Managers to understand business impact of projects, critical metrics, resource requirements and constraints, etc. Work with team managers to ensure resources are in place to support AMR pipeline of projects. Communicate project statuses to AMR CSS management team, and ensure project managers have mitigation plans in place to minimize risk.

Education & Experience

BA/BS degree required with a minimum of 5 years of related experience MBA a plus but not required PMP certification desired but not required Six Sigma certification a plus


See job description


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