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Apple Sr Manager - Support Sites & Tools Readiness AppleCare United States, Texas, Austin 732208671
06.06.2024
Description
See opportunities and recommend improvements related to new and/or existing programs and workflowsMonitor programs/systems and communicate overall status to leadershipPrioritize the quality and stability of production environments in conjunction with feature improvements.Accountable for developing comprehensive plans that lead to achieving deadlines and meeting release quality objectives.
Key Qualifications
- 8 plus years of experience in people management (including managing managers), people development and managing software development projects.
- Experience with Core (CC CRM) and other Contact Center programs is preferred
- Ability to plan and execute strategic program level initiatives.
- Requires analytical mindset to successfully identify challenges, weigh up options and decide on effective courses of action.
- Skilled at effectively consulting, communicating, and presenting across various levels of the organization.
- Ability to think beyond short-term wins and prepare team-members and broader organization for new challenges that arise from changes in scale and scope.
- Ability to coordinate and facilitate discussions between the PMO, Operations, Quality, Development, and end users to deliver the best results.
- Ability to gain agreement among those at various levels within the organization and successfully communicate across the organization.
- Strong, solution-focused work ethic with a high degree of flexibility supporting multiple programs of varying complexity and priority.
- Experience developing and maintaining new processes and procedures.
- Excellent cross-functional team management skills and experience.
- Proven ability to assess business needs, prioritize accordingly, and escalate appropriately.
- On call availability when needed.
- Preferred experience with agile execution models.
Education & Experience
Bachelors degree and/or advanced degree in relevant field required. Experience with AppleCare Contact Center systems is also strongly preferred.
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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