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Project Manager, AppleCare Business Process Reengineering (BPR)

Sunnyvale,California,United States

Support and Service

Be inspired every day. We are idealists. Inventors. Forever tinkering with products and processes, always on the lookout for a better way. A job at Apple is one that requires a lot of you, but it’s also one that rewards forward-thinking and dedicated work. None of us here at Apple would have it any other way! In AppleCare BPR (Business Process Re-engineering) we view inclusion and diversity as critical for innovation. That’s because our Project Managers lead the most challenging cross-functional initiatives in AppleCare, the ones that involve multiple systems and drive complex changes across the AppleCare organization and beyond. We turn ambiguity into order, and we know how to execute big projects successfully. As a BPR Project Manager you will plan, mobilize, and execute mid to large scale projects, ensuring system changes are thoroughly tested and organizations are ready for process changes. You will be the prime mover of your projects including scoping, technological solutions and architectural decisions, resource-planning, communications, project governance, risk management, change management and readiness. You’ll connect the dots, build trust and understanding between groups, and orchestrate the activities needed to make your projects successful. The ideal candidate should have experience managing large global technical projects that interweave multiple functional teams and/or multiple systems.

Description

As a Business Process Reengineering Project Manager, you will: plan and lead multiple projects using AppleCare BPR’s methodologies for consistently high-quality results; own creation of to-be processes; drive all steps of the technological design process from problem identification through solution vetting and selection; host core team, leadership, and steering committee meetings, keeping core and management teams well-informed about project developments in a fast-paced environment; lead geographically-dispersed, cross-functional teams, including collaborations with third-party partners; balance project scope, schedule, and budget constraints with business needs and expectations; identify and engage all resources needed to mobilize projects; establish project roadmaps and schedules, keeping activities on track to major milestones. In addition, you will: Partner with data scientists to identify and research business problems Elicit requirements/user stories/use cases from subject matter experts Drive solution design process with technical teams—generate and vet possible solutions; create, test, and refine models; finalize technical design Manage project risk throughout the life of the project Identify, document, and drive resolution of project issues Identify key decision recommendations and broker agreements with internal and external partners Ensure business teams and partners are prepared for system and process changes, including training plans for knowledge transfer to sustaining teams Facilitate capital planning for new projects and project scope changes, including business justifications and strategic road maps

Minimum Qualifications

• 10+ years experience implementing enterprise scale projects and programs across customer service and support platforms

• Experience planning, managing, and successfully delivering large cross-functional systems projects

• Experience establishing project structure for optimal return-on-investment, and coordinating cross-project initiatives

• Experience supporting system configuration, architecture, and software development life cycles

• Experience with global projects incorporating regional and country-specific details

• Able to form cohesive project teams across disparate organizations and groups

• Ability to partner with data scientists and navigate through ambiguity to clarify objectives and execution plans

• Ability to navigate through ambiguity to clarify objectives and execution plans

• Bachelor’s degree required.

Key Qualifications

Preferred Qualifications

• Service, support and warranty contract experience preferred

• Project management certification a plus

• Graduate degree a plus

Education & Experience

Additional Requirements

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 $136,500 and $253,600, 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.Learn more (https://www.apple.com/careers/us/benefits.html) about Apple Benefits.Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

• 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.Learn more about your EEO rights as an applicant. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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