Manager - CRM Service
Apple - Santa Clara Valley, CA

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Job Description
Join Apple's Customer Systems team within the Information Systems and Technology organization as Manager for Customer Service CRM Solutions. This team builds the leading edge contact center and customer self-service CRM applications that have helped keep Apple #1 in customer support for eleven years in a row. This role will oversee the design, implementation, and maintenance of Apple's customer care applications. The candidate must possess excellent leadership skills, be a pro-active solution-oriented individual with strong written and verbal communication skills. You will also enjoy the benefits of working in a fast growing business where you are encouraged to "Think Different", and where your efforts play a key role in the success of Apple's business.

Key responsibilities include:
  • Lead the team responsible for delivering Customer Relationship Management Service solutions
  • Lead planning, development, and implementation of customer service solutions demonstrating web services development technology best practices
  • Be a functional lead for Service, Contracts and Support domain
  • Understand detailed end-to-end process flows between CRM and other integrated Apple internal systems
  • Working with business partners, define scope and gather business requirements; Lead development of conceptual and detailed designs to meet business needs
  • Formulate and execute project plans, helping manage the project teams to complete on time and within budget
  • Provide leadership and technical expertise to define solutions architecture for next generation highly scalable and high performance solutions
  • Partner with business to ensure their expectations are met and managed
  • Manage portfolio of multiple projects, setting priorities with measurable objectives, monitoring and reporting on the process, progress and results
  • Effectively communicate program status to the senior management and business partners on a regular basis
  • Institutionalize best practices for IT applications development and project management to ensure consistent delivery of quality application solutions
  • Keep up-to date on latest technology solutions in market to generate innovative ideas to solve business challenges
  • Experience managing global teams & projects in a complex cross functional enterprise applications environment
  • Functional subject matter expertise in CRM service, contracts and customer support domain
  • Strong experience in deploying, enhancing and supporting enterprise packaged solution applications like PeopleSoft, Siebel, SAP, Oracle, Amdocs
  • Solid knowledge of web applications development & integration methodologies with experience in delivering projects using Java, J2EE technologies and service oriented architectures
  • Solid understanding of principles of project management
  • Experience overseeing multiple projects at the same time; Ability to define processes and execute them
  • Must be able to brainstorm and communicate technology ideas and issues with peers and IT management
  • Excellent communication, leadership and presentation skills
  • Excellent organizational and documentation skills
Bachelor's degree in Computer Science, Business or Information Management and 15+ years of related experience.

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Apple reinvented the mobile phone with its revolutionary iPhone and App Store, defined the future of mobile media and computing devices with...