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 Advisor Tools Program 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: 200211968 / Latpro-3766146 
Date posted: Dec-19-2020
State, Zip: Texas, 78729


Advisor Tools Program Manager

Austin , Texas , United States

Support and Service


Posted: Dec 19, 2020

Weekly Hours: 40

Role Number: 200211968

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. The Advisor Tools Team is looking for a strong Product Manager to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center strategies. This is a fast-paced team with ambitious goals. It is an outstanding opportunity to work on strategic projects and help the AppleCare organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.

Key Qualifications

  • Knowledge of and experience with project and product management
  • Six Sigma, PMI or other related certification a plus.
  • Has experience running projects of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools
  • 5- 10 years product management experience
  • Extensive knowledge of the AppleCare Contact Center Tools are highly desired
  • Extensive experience in SAP required
  • Excellent communication skills
  • Good leadership and presentation skills
  • Ability to adapt to fast-paced work environment with shifting priorities a requirement
  • Ability to take initiative and work under limited direction
  • Ability to maintain and develop relationships within the cross-functional teams
  • Strong critical thinking skills
  • Excellent organizational and documentation skills
  • Proficient knowledge of the system development life-cycles
  • Sense of humor and positive attitude absolutely necessary


Manage product/tool and identify new, innovative initiatives/ projects to drive the product forward to meet the needs of the Apple support business and Contact Center priorities Analysis of current state of product/tool to support identification of critical initiatives that will enhance the product while strategically improving the contact center support model and achieve its overall business objectives. Gathering and writing of business requirements documents and BHU's is a critical part of this role. In this role, one will have the opportunity to lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature). Represent the Advisor Tools Team and 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 product/tool developments in other Apple areas. Ensure projects are delivered on time, within budget and are consistent within the larger context of the program/project. Ensure a smooth, effective project introduction and implementation by coordinating support requirement efforts with cross-functional partners. 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 is a team leader on major, complex projects. Travel is required as this is a global role.

Education & Experience

BS/BA or equivalent experience required, MBA or MS degree highly preferred PMI or similar certification preferred


See job description


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