Apple AppleCare BPR Project Manager in Santa Clara Valley, California

AppleCare BPR Project Manager

Job Number: 113680208

Santa Clara Valley, California, United States

Posted: 16-Apr-2018

Weekly Hours: 40.00

Job Summary

The role is for a Project/Program Manager in the AppleCare Business Process Re-engineering (BPR) team. This position will lead and manage relevant large scale, complex, programs and projects that support the capital initiatives within the AppleCare organization. He/she will manage the creation and preparation of relevant program/project documentation, deliver effective and clear communication of program/project progress/status and be accountable for the overall delivery of the initiative(s). The successful candidate must have experience in communicating with all levels of management as well as across business, technology and other supporting organizations.

To be successful, the candidate will have multi-channel customer service & support experience within a business and/or technology unit. The Senior PM will be someone who can take on big multi-channel projects with minimal direction.

Key Qualifications

  • 8+ years experience in planning, execution and delivery of small (1-6 month), medium (6-8 month) and large (8-12+ month) projects

  • Proven ability to set expectations, manage to deadlines and hold individuals and teams accountable to critical milestones

  • Ability to lead multiple efforts concurrently in a global company

  • Effective communication across project team, key stakeholders and executive management

  • Excellent leadership skills that enhance project team performance

  • 8+ years experience in managing global programs/projects

  • 2+ years experience in multi-channel customer service and supportDescription

Incorporate Apple's Project Management Methodology to ensure consistent delivery of high quality projects.

Lead, manage, organize and hold accountable individuals, teams and stakeholders for a program/project initiative in a dynamic and fast paced environment.

Own and/or lead the development of business project plans/schedules. Ability to validate and synthesize business and technology efforts into one unified plan.

Accountable for the management of the project team to major milestones.

Ability to manage in near real-time basis, project risks and issues through mitigation and resolution plans.

Own the development and maintenance of issue logs to ensure accountability for resolution of key issues.

Lead and/or manage organizational change & readiness activities by ensuring deployment validation and transition of support processes.

Participate in continuous process improvement through the use of project closure survey feedback, team process assessments and general insights.

Own and/or manage the creation of communication deliverables to project stakeholders.

Manage the writing and editing of formal business requirements documents for projects/enhancements.

Hold accountable business units in creating high-quality documents required for project approvals.

Manage/lead knowledge transfer effort to business unit employees as required

Act as a liaison between the business and IT to ensure business project needs are adequately met with technology solutions

Organize, schedule and lead project workshops and meetings as required.


Bachelors degree with 8+ years of relevant work experience; MBA a plus

PMP certified preferred

Additional Requirements

Consulting background from one of the top 5 consulting companies a plus.

Business or Technology operations experience preferred.

Ability to develop new strategies and options for new projects.

Experience in documenting business processes as needed by the project.

Excellent communication, organizational and leadership skills.

Proficient knowledge of the systems implementation and software development life cycles and methodologies.

Proficient in business process flow diagramming

Literacy in basic project planning tools