Summary
We at Apple build stuff to amaze our users with ultra-fast, thoughtfully designed, and carefully crafted solutions.We are not just any team but a highly motivated, fast-paced, and ever-evolving, closely knit team of individualslooking to get more to scale to new heights. We have a thing for individuals like yourself who don't stop atmediocrity or don't settle for anything less than perfect.Apple's Customer Systems team is looking for an extraordinary Engineering Project Manager with a deepunderstanding and genuine passion for running programs, building complex cross-functional products andcomponents in Apple's fast-paced environment using top-of-the-line, cutting-edge technologies. You will managetechnology initiatives across Applications and Products in the Customer Systems Platform Services space tosupport worldwide service business.If you have high motivation and a genuine passion for solving complex problems through innovation and buildingcritical cross-functional products in an extremely fast-paced and collaborative environment, this role is for you.

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 meticulouslycrafted 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. As a successful member of the team, you will become theProduct champion and manage Product evolution and define and own a multi-year Product roadmap. Inaddition, the ideal candidate will be responsible for the following:

Responsibilities

Develop and execute work plans by leading scope, schedule, deliverables, and resource allocation.
Actively and expertly collaborate with business and engineering teams on innovative solutions, requirements, scope, and project deliverables.
Proactively identify, mitigate and communicate project issues and risks.
Prioritise issues while negotiating and setting appropriate expectations with team members, stakeholders, and senior management.
Prioritise 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 asking for new features.
Be able to guard product boundaries; What should not be in the product is an important consideration.

Minimum Qualifications

5+ years experience with 2+ 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.
Excellent leadership and influencing skills.
Experience working in a cross-functional, time-zone distributed team environment.
Able to fit in well with a team, understand capabilities and priorities.
Self-motivated and proactive with demonstrated creative and critical thinking capabilities.

Preferred Qualifications

Experience managing programs/projects in CRM, Customer Engagement Management domains.
Proficient at managing multiple global efforts simultaneously.
Experience working with vendors and contractors.
Engineering/Technical background preferred.

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Role Number: 200646413-1052

Engineering Project Manager - Customer Systems