1,531 jobs for "Customer Service Rep"

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AppleCare Technologies BPR Project Manager, Service Supply Chain

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Apple

AppleCare Technologies BPR Project Manager, Service Supply Chain

Austin, TX$120,900 – $249,000Posted 21 days ago

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Why you should apply for a job to Apple:

Ranked as one of the Best Technology Companies in 2020
3.7/5 in overall job satisfaction
3.1/5 in supportive management
66% say women are treated fairly and equally to men
65% would recommend this company to other women
66% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members. See all reviews ›

Do you feel a personal stake in everything that you work on, thrive in fast-paced environments with complex technical challenges, and bring engineering intuition to the problems you solve? Do you develop strong relationships, build trust, and drive outcomes through technical credibility and influence? Do you communicate openly and clearly with engineers and business leaders alike, collaborate enthusiastically, and value a culture of healthy debate grounded in data and design thinking?

AppleCare Technologies Business Process Reengineering (BPR) is responsible for delivering cross-functional systems projects across all AppleCare business areas, including Sales, Service, Support, Supply Chain, and Logistics. We build strong technical relationships across the company and stitch AppleCare systems and processes enterprise-wide, from hardware repair engineering and diagnostics platforms to service quality and customer systems.

As a BPR Project Manager you will plan, mobilize, and execute mid to large scale technical projects and programs, ensuring system solutions are architecturally sound, rigorously tested, and that organizations are ready for process and technology changes. You will be the technical prime mover of your projects, owning scoping, requirements definition, solution design participation, technology selection, resource planning, communications, project governance, risk management, and change readiness.

You will bring engineering depth to your partnerships with diagnostics engineers, hardware Technical Program Managers (TPMs), solution architects, and Information Systems and Technology (IS&T) teams, building trust through shared technical language and driving accountability across complex, globally dispersed programs. The ideal candidate combines a formal engineering background with a proven track record managing large-scale technical programs that span multiple engineering and business functions across global organizations.

Description

In this role, you will plan and lead complex technical projects to simplify and scale AppleCare enterprise systems. You will partner closely with engineering teams, solution architects, and business stakeholders to drive the technological design process from problem identification through solution architecture and implementation.","responsibilities":"Plan and lead multiple complex technical projects, balancing scope, schedule, and budget constraints with engineering feasibility and long-term platform health.

Drive the technological design process, from requirements definition and user stories to solution architecture, vetting, and selection.

Lead geographically dispersed, cross-functional teams spanning engineering, operations, and third-party partners to ensure solutions are well-architected, integrated, and sustainable.

Leverage strong business understanding of service operations, including hardware, repair, diagnostics, service process, and customer journey contexts to translate and drive clear scope and objectives into technology development project lifecycles.

Partner with data scientists, solution architects, and various engineering teams (diagnostics, hardware repair, service quality, and others) to define technically grounded requirements and evaluate architectural options, including Artificial Intelligence and Machine Learning (AI/ML) and automation.

Manage project risk by identifying technical dependencies, integration risks, and testability concerns throughout the project lifecycle.

Facilitate capital planning for new projects and scope changes, including business justifications, systems strategy, and strategic roadmaps.

Ensure engineering and business teams are prepared for system and process changes through design and system playback reviews, User Acceptance Testing (UAT) support, cutover deployment activities, and change management.

Preferred Qualifications

Master's degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Industrial Engineering, Computer Science, or a closely related technical discipline

8+ years of engineering project management or technical program management experience, including the delivery of enterprise-scale technical programs spanning hardware, software, and service systems

Project management certification (PMP or equivalent) or engineering-relevant certification (Six Sigma or similar)

Implementation of enterprise-scale system solutions on SAP or similar platforms, particularly service repair, diagnostics, warranty, or supply chain systems

Knowledge of systems behavior, architecture, interdependencies, and data requirements across interconnected AppleCare or equivalent enterprise applications

Proven Expertise in Post-Sales Supply Chain: In-depth knowledge of end-to-end service supply chain networks, including spare parts forecasting, inventory staging, repair hub operations, and reverse logistics (returns, screening, refurbishment, and scrap/recycle).

Minimum Qualifications

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Industrial Engineering, Computer Science, or a closely related technical discipline

4+ years of engineering project management or technical program management experience, delivering large-scale cross-functional systems or engineering programs

Partnering on technical solutions with engineering and architecture teams to influence architecture and integration decisions

Background in supporting system configuration, architecture, and software development life cycles in an engineering or systems context

Knowledge of enterprise-level systems (SAP or equivalent) and their interdependencies within complex technical ecosystems

Familiarity with hardware repair, diagnostics, service engineering, or manufacturing and quality engineering environments and associated technical workflows

Experience with global programs that incorporate regional and country-specific engineering and operational requirements

Experience with delivering project updates and presenting technical information to diverse, cross-functional teams, including engineers, business specialists, and executive leadership

Background in defining technical objectives and execution plans for cross-functional engineering and business teams

Delivery of projects that incorporate AI/ML, data intelligence, or automation technologies as part of the core solution design

Execution of change management within technical program delivery, encompassing stakeholder impact assessment, organizational readiness, training and communications planning, and user adoption for system and process transitions

Knowledge of logistics, forward and reverse supply chain, and planning systems

Knowledge and experience with SAP or similar enterprise-level supply chain and logistics systems including warehouse management systems (WMS), transportation management systems (TMS), event management (EM), and supply/demand planning systems

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 $120,900 and $249,000, 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 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.

About Apple

Working at Apple means doing more than you ever thought possible and having more impact than you ever imagined.

Size: 10,000+ employees
Industry: Technology: Manufacturing

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