AppleCare BPR Technical Project Manager, Consumer Sales

Do you feel a personal stake in everything that you work on, thrive in fast-paced environments with lots of ambiguity, and enjoy working with complex technologies? Do you develop strong relationships, build trust, and influence without direct authority? Do you communicate openly and clearly with engineers and business leaders alike, collaborate enthusiastically, and value a culture of healthy debate grounded in data and design thinking? If so, we want to talk to you!

In AppleCare BPR (Business Process Re-engineering) we view inclusion and diversity as critical for innovation. That's because our Project Managers lead the most challenging cross-functional initiatives in AppleCare, the ones that involve multiple systems and teams and drive complex changes across the AppleCare organization and beyond. We build strong technical relationships across the company and stitch AppleCare systems and processes enterprise-wide, from hardware repair engineering and diagnostics platforms to service quality and customer systems.We turn ambiguity into order, and we know how to execute big projects successfully. As a BPR Project Manager you will plan, mobilize, and execute mid to large scale projects, ensuring system solutions are architecturally sound, thoroughly tested, and organizations are ready for process technology changes. You will be the prime mover of your projects including scoping, technological solutions and architectural decisions, resource-planning, communications, project governance, risk management, change management and readiness. You'll connect the dots, build trust and understanding between groups, and orchestrate the activities needed to make your projects successful. The ideal candidate should have experience managing large global technical projects that interweave multiple functional teams and/or multiple systems.Plan and lead multiple complex technical projects, balancing scope, schedule, and budget constraints with engineering feasibility and long-term platform health using AppleCare BPR's methodologies for consistently high-quality results Drive the technological design process, from requirements definition and user stories to solution architecture, vetting, and selection. Host core team, leadership, and steering committee meetings, keeping core and management teams well-informed about project developments in a fast-paced environment Lead geographically-dispersed, cross-functional teams, including collaborations with third-party partners Balance project scope, schedule, and budget constraints with business needs and expectations Identify and engage all resources needed to mobilize projects Establish project roadmaps and schedules, keeping activities on track to major milestones Manage project risk by identifying technical dependencies, integration risks, and testability concerns throughout the project lifecycle Ensure engineering and business teams are prepared for system and process changes through design and system playback reviews, User Acceptance Testing (UAT) support, cutover deployment activities, and change management.

Additional responsibilities include: Elicit requirements/user stories/use cases from subject matter experts Drive solution design process with technical teams-generate and vet possible solutions; create, test, and refine models; finalize technical design Manage project risk throughout the life of the project Identify, document, and drive resolution of project issues Identify key decision recommendations and broker agreements with internal and external partners Ensure business teams and partners are prepared for system and process changes, including training plans for knowledge transfer to sustaining teams Facilitate capital planning for new projects and project scope changes, including business justifications and strategic road maps8+ years of software technical project management experience Functional systems projects Experience establishing a project and its appropriate structure from mobilization through to post launch Experience supporting system configuration, architecture, and software development life cycles and partnering on technical solutions with engineering teams to influence architecture and integration decisions Experience with global projects incorporating regional and country-specific details Possess best-in-class communication and presentation skills (written and verbal) to all levels of an organization, including executives Ability to form cohesive project teams across disparate organizations and groups Ability to navigate through ambiguity to clarify objectives and execution plans Background in defining technical objectives and execution plans for cross-functional engineering and business teams Incorporate AI/ML, data intelligence, or automation technologies as part of the core SDLC. Execution of change management within technical program delivery, encompassing stakeholder impact assessment, organizational readiness, training and communications planning, and user adoption for system and process transitions Ability to occasionally travel and work off/weekend hours to support projects, as needed Bachelor's degree in business or engineering/technical discipline or relevant proven experience Experience implementing Consumer Sales systems projects Knowledge of systems behavior, architecture, interdependencies and data requirements across AppleCare service, support, and warranty contract sales and operations Project management certification (PMP or equivalent) or engineering-relevant certification (Six Sigma or similar) Collaboration directly with hardware engineering, product readiness, and software TPM teams in a technology delivery capacity Graduate degree in business or engineering/technical discipline