Summary
Posted: Nov 25, 2024
Weekly Hours: 40
Role Number:200576077
At Apple, we believe that hard work, a fun environment, creativity, and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on the smallest of details, we can make big impact with our customers. Building this environment starts with you! The AppleCare Global Vendor Strategy (GVS) team is seeking a Supplier Project Management Office (SPMO) Manager to support our global AppleCare Support operations. The SPMO Manager will contribute to the effective oversight and evolution of our Supplier-centric project catalog and working with the regional GVS Direction and Planning teams to support Supplier portfolio initiatives. This includes overseeing the coordination of a global team of Implementation Project Managers, ensuring the successful execution of supplier-centric projects, adhering to globally consistent processes and targeted timelines, and producing high-quality deliverables. The SPMO Manager role is crucial in driving efficiency, standardization, and excellence in Supplier-centric project management practices across each AppleCare region. This role is focused on coordinating project related activities between the GVS Direction & Planning teams, regional Partner Operation Management teams, various Support Enablement teams, and the AppleCare outsourced contact center Suppliers. This role will focus on developing and standardizing process across all regions and coordinating the migration to Wrike as central tool supported by standardized processes. The SPMO Manager will report to the Global Vendor Strategy Group Senior Manager.
Want more jobs like this?
Get jobs in Austin, TX delivered to your inbox every week.
Description
The SPMO Manager will be responsible for ensuring the successful initiation, planning, design, execution, monitoring, controlling, and closure of projects across all regions through a team of Implementation Project Managers. This role requires a strategic thinker, a willingness to get deep into the details, exceptional interpersonal skills, a proven track record in project management, and experience in supplier management, either within or outside of Apple. The SPMO Manager will proactively manage risks by identifying potential challenges and developing contingency plans to mitigate them, lead project change initiatives, ensuring smooth transitions and minimal disruptions to stakeholders. Effectively communicate project expectations, updates, and risks to stakeholders at various levels, ensuring alignment and timely feedback.
Minimum Qualifications
- Bachelor's Degree, or equivalent experience
- 5+ years people management experience with a history of creating and fostering an inclusive work environment
- 5+ years project management experience with a focus on implementing complex projects in a supplier environment
- Demonstrated ability building and maintaining relationships with suppliers
- Excellent oral & written communication skills and ability to navigate at multiple levels of engagement including senior level audience
- Able to cut through ambiguity and focus on what's critical to drive what truly matters
- Solid understanding of contact center operations and infrastructure
- Passionate about for the customer and advisor experience.
- Able to travel approximately 1-2 times per quarter, sometimes more
Preferred Qualifications
- Experience in technical support or customer care contact center operations.
- Experience using influencing skills and working with internal and external stakeholders.
- Ability to work well with business owners to understand business needs and objectives
- Ability to work autonomously, and to collaborate optimally with a peer group
- PMP Certification a plus
- PMI Agile Certified a plus
- Experience with Wrike
- Experience with JIRA
Additional Requirements
More
- 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.