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Apple Safety Projects Systems Owner in Cupertino, California

Safety Projects Systems Owner

Santa Clara Valley (Cupertino),California,United States

Support and Service

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The Advisor Tools Team is looking for a strong Program Owner to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center strategies as Apple enters new product categories with new challenges for Advisor-based Support. This is a fast-paced team with aggressive goals. It is a unique opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.


Key responsibilities will include: Conceive, analyze, develop, and manage strategic process improvement and new, innovative program initiatives for Apple's support business. Analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives. Gathering and writing of business requirements documents and Clarity Ideas is a critical part of this role. In this role, one will have the opportunity to lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature). Represent the Advisor Platforms Team and the Support Programs organization as a whole to other internal groups, 3rd parties such as Vendors, and occasionally to customers, to ensure that Apple's service and support objectives are understood. Coordinate efforts and ensure that internal groups are informed of new program developments in other Apple areas. Ensure projects are delivered on time, within budget and are consistent within the larger context of the program/project. Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners. Ensure initiative alignment with business vision, strategy and deployment within company. Act independently and as a top level contributor in determining project direction and frequently is a team leader on major, complex projects. Maintain strict secrecy on confidential projects. Travel is required as this is a global role.

Minimum Qualifications

Key Qualifications

  • 5-7 years project/program management experience

  • Experience in live customer support that require interacting with emergency services

  • Knowledge and experience with regulations related to connecting to emergency services a plus

  • Knowledge of and experience with project/program management methodology - Six Sigma, PMI or other related certification a plus

  • Experience managing projects/programs of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools

  • Extensive knowledge of the AppleCare Contact Center Tools and Procedures is preferred

  • Excellent communication skills

  • Good leadership skills

  • Good presentation skills

  • Ability to maintain and develop relationships within the cross-functional teams

  • Strong analytical skills

  • Excellent organizational and documentation skills

  • Proficient knowledge of the system development life-cycles and collaborative with amazing talent and tremendous drive

Preferred Qualifications

Education & Experience

BS/BA or equivalent experience

Additional Requirements

  • Travel is required as this is a global role.

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 $159,600 and $266,000, 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 (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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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 (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

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Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .