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Apple RCC Platforms Program Manager United States, California, Cupertino 4596959
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Responsibilities include:- Strong problem-solving skills to troubleshoot issues and optimize performance; continuously innovate and stay ahead with the latest IVR technology trends.- Comfortable dealing with ambiguity in an unstructured environment.
- 7+ years of experience managing projects, specifically across teams or with cross functional partners
- Experience creating and managing project workflows and timelines, leveraging collaboration tools such as Quip, Wrike, etc.
- Demonstrated experience in managing complex, cross-functional projects with exceptional organizational and multitasking skills, preferably in a contact center capacity.
- Great communication and interpersonal skills for effective collaboration with internal teams, clients and vendors; skilled at addressing stakeholder needs and ensuring alignment
- Well versed in current technology trends and cutting-edge capabilities.
- Strong analytical skills to interpret call data and user interactions; adept with data visualization tools to produce insightful reports.
- 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.
- BA/BS or equivalent experience.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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