Contact Center Tools Project Support Manager

Contact Center Tools Project Support Manager

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. Apple crafts products that revolutionize industries. Their diverse people and ideas inspire innovation in technology and environmental efforts. Join Apple and help leave the world better. The AppleCare Support Programs team seeks a manager to lead a team focused on release management, readiness, and change management for Core, AppleCare contact center's CRM, and additional tools. This role ensures application quality and prepares the user base for release changes. Close collaboration with key partners across AppleCare, IS&T, Engineering, Privacy, Legal, Security, and other Apple teams is required.

Description

This role requires managerial, program management, project management, and technical expertise. You'll advise on tool release schedules and scope, coordinate change management and readiness activities, establish best practices for release management, change management, and readiness, partner with AppleCare Support Operations to improve issue escalation and resolution, and collaborate with teams across AppleCare, IS&T, and other Apple teams to align projects to timelines or adjust schedules for organizational needs. We seek a highly motivated individual with experience in development operations or software development lifecycle management. You'll quickly grasp technical concepts, adapt to change, and bridge business units. Lead a high-performing team of program owners and project managers across diverse projects.

Minimum Qualifications

BA or BS degree

8+ years of project management experience, with at least 2 years focused on development operations or software development lifecycle management

2+ years of people management experience

Skilled in translating technical concepts for non-technical audiences

Demonstrated success leading large, cross-functional teams within contact centers or support organizations, focusing on DevOps, Readiness, Change Management, or software development lifecycle management

Effective communicator conveying complex information globally and synthesizing insights for senior leadership

Expertise in using data to drive actionable insights

Self-starter with a focus on innovation, integrity, and attention to detail

Strong organizational and documentation abilities

Creative problem-solver comfortable navigating ambiguity

Proficient in system implementation and development life cycles

Preferred Qualifications

MS degree or MBA

Experience crafting process flows and optimization models

Ability to build and maintain strong cross-functional relationships

Skilled facilitator for brainstorming, requirements gathering, and design thinking sessions with end users

Vendor management experience, including relationship building, forecasting, purchase orders / invoicing, and contract management / negotiation

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 $135,000 and $202,600, 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.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.