Engineering Project Manager - ICT4

Summary

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless.

Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here.

Apple's Customer Systems team is looking for an extraordinary Engineering Project Manager with a deep understanding and genuine passion for running programs, building complex cross-functional products and components in Apple’s fast-paced environment using top-of-the-line, cutting-edge technologies. You will manage technology initiatives across applications and products to support worldwide AppleCare sales and service business.

If you have high motivation and a genuine passion for solving complex problems through innovation and building critical cross-functional products in an extremely fast-paced and collaborative environment, this role is for you

Customer Systems is part of IS&T and drives the technology behind Apple's customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

Description

The Platform Services team is responsible for developing and overseeing global, business-critical applicationswithin the Customer Engagement domain. Our enterprise solutions and services are utilised across a diverserange of consumers, encompassing Apple Services, Contact Centres, Mobile Carriers, Self-Service Customers,Repair Centres, Apple Depots, Enterprise, Apple stores, and Genius Bars. These applications are meticulously crafted to provide an exceptional sales and service experience to our valued customers.

In this role, you will employ innovative techniques, working collaboratively with other team members andbusiness stakeholders during the full lifecycle development process – including requirements analysis, design,development, deployment, testing, and maintenance. Become the product champion and manage productevolution and define and own a multi-year product roadmap. In addition, the ideal candidate will be responsible for the following.

Responsibilities

Develop and execute project plans by leading scope definition, schedule breakdown, quality definition ,and resource allocation.Actively and expertly collaborate with business and engineering teams on innovative solutions, requirements, scope, and project deliverablesProactively identify, mitigate and communicate project issues and risksPrioritise issues while negotiating and setting appropriate expectations with team members, stakeholders and senior managementPrioritise team activities and drive resolution of issues across all areas of the project.As an application product owner, define product vision and align business expectations.Gain insight into business direction and think through its impact on product and drive changes.Develop user empathy and be able to present metrics on existing feature usage to supplement/justify askfor new features.Ability to guard product boundaries by defining what should and should not be included in the product.

Minimum Qualifications

10+ years combined experience in engineering project and product management.Solid understanding of software development methodologies (including agile and traditional waterfall).Excellent problem-solving and analytical skills.Strong written and verbal communication skills, as well as strong organisational skills.Ability to juggle and complete multiple tasks, and manage conflicting priorities.Proficient at managing multiple global efforts simultaneously.Excellent leadership and influencing skills.Self-motivated and proactive with demonstrated creative and critical thinking capabilities.

Preferred Qualifications

Experience managing programs/projects in CRM, Customer Engagement Management domains.Experience working in a cross-functional, time-zone distributed team environment.Experience working with vendors and contractors.Engineering/Technical background preferred.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

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Role Number: 200682221-0321