Project Manager, AppleCare Support Experience: Regulated Products

Summary

Posted: May 13, 2024

Role Number:200550568

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish. Join Apple, and help us leave the world better than we found it. The AppleCare Support Experience: Regulated Products team has an immediate opening for a Project Manager with a background in project management, contact center processes, financial servicing, banking regulatory compliance and complaint handling, medical device quality management systems, and medical device post market surveillance and complaint handling. At any given time, this role may manage multiple health and finance focused contact center readiness initiatives of varying scale, complexity, and focus within the AppleCare contact center business. The ideal candidate will be curious, have a keen eye for business and operations, have a sense of stewardship for delivering world class customer support, and challenge assumptions while demonstrating a strong work ethic. In addition, the candidate should be able to move efficiently between projects, communicate effectively with a variety of audiences in verbal, written, and presentation forms, and gather and analyze information from a variety of stakeholders to support decisions.

Key Qualifications

• 3+ years experience managing projects or programs, including large, cross-functional contact center or support initiatives, preferably with an emphasis on technology solutions
• Contact Center operations and process experience
• Knowledge of the product development lifecycle
• Financial Services regulatory experience (preferred)
• Medical device experience in a quality/compliance role
• Strong organizational and project management skills
• Excellent verbal and written communication skills
• Ability to maintain and develop relationships within the cross-functional teams

Description

An AppleCare Support Experience: Regulated Products, Project Manager is responsible for overseeing readiness activities for AppleCare contact centers in all facets of Apple’s Health and Finance initiatives. This includes, but is not limited to regulated medical features, non-regulated Health and Wellness features, human subject research, regulated finance, and financial servicing all while delivering outstanding support and protecting customer privacy and user safety. A fantastic communicator with the ability to move fluidly between communication styles to meet a varied audience; must be able to present to executive leadership one day and host a roundtable with customer support Advisors the next.

Education & Experience

Bachelor’s degree strongly preferred with 3+ years of program/project management experience, ideally with PMI, Six Sigma, or similar project management certification.