AppleCare Technologies BPR Project Manager, Generative AI

Austin, Texas, United States3+ years

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 positive relationships, build trust, and influence without direct authority? Do you communicate openly and clearly, collaborate enthusiastically, and value a culture of healthy debate? If so, we want to talk to you! AppleCare Technologies BPR is responsible for driving and delivering cross-functional technology projects across all AppleCare business areas, including Sales, Service, and Support. We build positive relationships across the company and stitch AppleCare systems and processes enterprise-wide. AppleCare Technologies Business Process Reengineering (BPR) is responsible for delivering cross-functional systems projects across all AppleCare business areas, including Sales, Service, Support, Supply Chain, and Logistics. 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.

As a BPR Project Manager you will plan, mobilize, and execute mid to large scale technical projects and programs, ensuring system solutions are architecturally sound, rigorously tested, and that organizations are ready for process and technology changes. You will be the technical prime mover of your projects, owning scoping, requirements definition, solution design participation, technology selection, resource planning, communications, project governance, risk management, and change readiness. You will bring engineering depth to your partnerships with diagnostics engineers, hardware Technical Program Managers (TPMs), solution architects, and Information Systems and Technology (IS&T) teams, building trust through shared technical language and driving accountability across complex, globally dispersed programs. The ideal candidate combines a formal engineering background with a proven track record managing large-scale technical programs that span multiple engineering and business functions across global organizations. You will connect the dots, build trust and understanding between groups, and orchestrate the activities needed to make your projects successful. The ideal candidate has experience leading large global technology projects that interweave multiple functional teams and systems.

Plan, mobilize, and implement mid to large scale technology projects.
Ensure system changes are thoroughly tested and organizations are prepared for process changes.
Drive project prioritization, technological solutions, architectural decisions, and resource planning.
Manage communications, project governance, risk management, and change readiness.
Orchestrate the activities required across multiple functional teams to deliver project milestones.
Connect business strategy to technology strategy and define the execution roadmap to deliver key capabilities.

Bachelor’s degree in a business or engineering related field.
3+ years of experience working in a Customer Support business with a focus on tools and systems.
Delivery of enterprise-level Digital Transformation initiatives, using new technologies including Generative AI.
Establishment of project structures for optimal return on investment, including coordinating cross-project initiatives or large-scale programs.
Management and delivery of large cross-functional systems projects.
Experience presenting project updates and strategic plans to cross-functional stakeholders at all levels.
Support of system configuration, architecture, and software development life cycles.
Involvement in global projects incorporating regional and country-specific details.
Experience collaborating with data scientists and solution architects to clarify objectives and define execution plans.
Availability to occasionally travel and work off-hours or weekends to support projects, as needed.

7+ years of experience implementing global enterprise scale technology solutions, including customer-facing Generative AI experiences.
Knowledge of service, support, supply chain, and warranty contract sales and operations.
Project management certification (PMP or similar accreditations).
Graduate degree in a business or engineering related field.
Ability to navigate ambiguity and build trust between technical and non-technical groups.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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

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