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Apple RCC Platforms Program Manager United States, Texas, Austin 281331848
25.07.2024
Minimum Qualifications
- Formulate and implement comprehensive strategies to drive the development and enhancement of IVR systems, ensuring they align with our business goals and delight our customers.
- Demonstrate experience in managing complex, cross-functional projects with methodologies like Agile, Scrum, and Waterfall; exceptional organizational and multitasking skills.
- Strong problem-solving skills to troubleshoot issues and optimize performance; continuously innovate and stay ahead with the latest IVR technology trends.
- Exceptional communication and interpersonal skills for effective collaboration with internal teams, clients, and vendors; skilled at addressing stakeholder needs and ensuring alignment.
- 6+ years of relevant professional experience working within a product, project, or program management role
Preferred Qualifications
- Extensive knowledge of IVR systems, including speech recognition, text-to-speech, and voice biometrics; well-versed with platforms like Genesys.
- Proficient in designing and optimizing IVR menus and call flows to create a flawless user experience; experienced with usability testing and incorporating user feedback.
- Strong analytical skills to interpret call data and user interactions; adept with data visualization tools to produce insightful reports.
- Thorough understanding of telecommunication networks, VoIP, and CRM integration; familiar with programming interfaces for IVR customization.
- Experience navigating customer journeys, context analysis, NLP functionality, delivery options, and payment methods using research teams, data tools, dashboards, and self-service methods.
- Able to aggregate diverse information sources to diagnose root causes of issues, delivering clear and compelling presentations to our senior executives.
- Seamlessly navigate through cross-functional teams and organizations to collaboratively tackle problems and lead successful project implementations.
- BS/BA degree or equivalent experience.
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.
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