Machine Learning Program Manager

Job Overview

Key Qualifications

A background in Machine Learning techniques and project methodology is helpful.

Has 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

5-7 years project/program management experience

Extensive knowledge of the AppleCare Contact Center Tools and Procedures is a must

Strong communication

Good leadership and presentation skills

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

Strong problem-solving skills

Strong organizational and documentation skills

Proficient knowledge of the system development life-cycles

Passionate about accessibility

Sense of humor absolutely necessary

Description

You will 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. Collecting and writing of business requirements documents and BHU’s 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 Tools Team and the Support Programs organization as a whole to other internal groups 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. Provide 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.

Education & Experience

BS/BA or equivalent experience required, PMI or similar certification highly desirable

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