Manager, AppleCare IVR Support Programs

Apple

3.7

(120)

Austin, TX

Why you should apply for a job to Apple:

  • 66% say women are treated fairly and equally to men
  • 66% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Company commitment that women earn the same as men performing similar work includes no salary history disclosure policy.
  • Apple University creates classes, seminars, and tools to help employees understand Apple’s culture, organization, and values.
  • Whether you donate time or money, Apple will match charitable contributions up to $10,000 a year.
  • #200579353-2

    Position summary

    Retail, Product Marketing, Hardware and Software Engineering, Security, and other Apple teams.

    Description

    This role requires a strong blend of managerial, program, project management, and technical expertise, capable of delivering complex, cross-functional projects at scale to meet business objectives. We are seeking a highly motivated individual with a proven track record of managing intricate projects, who quickly grasps technical concepts, adapts to change, and serves as an effective bridge between business units. As a project manager, you will navigate risk, align expectations, and drive outcomes across the entire project lifecycle. This is a dynamic, fast-paced team with ambitious goals and a strong commitment to excellence. We are seeking a results-driven candidate who brings more than just technical expertise. This individual should balance a strong sense of urgency with a commitment to quality, and demonstrate a history of creative thinking, responsiveness to business needs, and adherence to high standards. The ideal candidate will think like a technical developer, serve as a subject matter expert, and be able to set and implement strategy for the organization.

    Minimum Qualifications

    • BA or BS degree is required, with fields of study in Computer Science, Computer Engineering, Business preferred

    • 5+ years experience in IVR project/program management or similar technologies

    • 5+ years of people management experience

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

    • Demonstrated success in managing large, cross-functional projects within contact centers or support functions, particularly focused on technology solutions with both short-term actions and long-term goals.

    • Effective communicator with the ability to convey complex information globally and synthesize insights for senior leadership.

    Preferred Qualifications

    • Skilled in translating technical concepts for non-technical audiences and vice versa.

    • Experienced in creating process flows and optimization models.

    • Ability to build and maintain strong cross-functional relationships.

    • Skilled facilitator for brainstorming and requirements gathering sessions with end users.

    • Advanced analytical and reporting skills, with 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.

    Additional Requirements

    More

    • 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.

    Why you should apply for a job to Apple:

  • 66% say women are treated fairly and equally to men
  • 66% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Company commitment that women earn the same as men performing similar work includes no salary history disclosure policy.
  • Apple University creates classes, seminars, and tools to help employees understand Apple’s culture, organization, and values.
  • Whether you donate time or money, Apple will match charitable contributions up to $10,000 a year.