Web Applications & Services Program Manager job in Austin, TX| Recruit Arrow
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Web Applications & Services Program Manager
Location : Texas, Austin
Refer job # TSTW340122
Job Responsibilities and Requirements: The Program Manager will lead new product introduction readiness in their applications, as well as projects that result in transformative shifts in the customer journey. This involves partnering with business stakeholders, business systems analysts, systems architects, designers, writers, localization producers, and software engineers to drive customer-benefit and data-driven outcomes. The ideal candidate will have proven experience with program management, project management, web technologies, and team leadership. The position requires creative thinking, an open mind, and an ability to work cross-culturally with a diverse set of stakeholders, problem-solving skills, and relationship-building skills. Exceptional written and verbal communication skills are required as well as an ability to present to field staff, peers, and senior executives/management. This position can be located on campus in Austin, TX or Cupertino, CA. Key Qualifications Impact and influence: Directs efforts and output of different internal groups, including governance and cross-functional project teams. Holds people accountable; expects and gets excellence. Manages work of team members who may report through other channels. Customer orientation: Incorporates customer impact in all team activities with the goal of improving overall experience and usability while keeping associated costs low. Maintains a focus on customer experience and consistency with Apple product customer experience. Web Production / Technical Knowledge - Candidate must possess a solid foundational understanding of basic web principles, code (HTML, CSS, and JavaScript), web services (restful APIs), and cross-platform and cross-browser compatibility. Communication and relationship management: Establishes strong working relationship with peers and stakeholders to address cross-functional process and influence changes outside of the team. Communicates concisely and clearly in oral and written forms. Actively resolves conflicts. Quality and results focus: Has good business acumen with a strong quality ethos. Meets commitments and drives closure to open items. Provides regular status updates to stakeholders and management. Summarizes issues to key points and actions required. Drives day-to-day product activities to meet overall product objectives. Decision-making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Uses data analysis and empirical information to support conclusions. Strong program management skills: Works closely with business owners to define specific requirements for initiatives and programs. Accurately scopes length and difficulty of multiple tasks and projects. Sets objectives and goals for self and team. Breaks work down into realistic process steps. Identifies risks and communicates them to stakeholders and management. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results and holds self and others accountable. Online User Experience - Represent the customer perspective across the entire Online Support experience. Articulate key customer web intents to stakeholders influencing and impacting design, architecture, and content. Description Sole responsible party accountable for the overall success of customer-facing programs in a suite of web applications and associated web services. Identify new customer experience opportunities, generate requirements, and partner with project teams to build and execute plans. Lead the program effort by conveying vision to the team, outlining requirements, and prioritizing based on business value. Partner with key stakeholders to develop requirements for process and customer experience enhancements. Build and grow strong cross-functional partnerships for effective stakeholder management. Develop and maintain global stakeholder matrix and governance structure. Identify and manage to critical KPIs that support broader strategic goals. Work with large quantities of data to design effective reporting systems to help track critical KPIs. Deliver regular reports to management. Plan and implement data-gathering activities to ensure the product is meeting user and business needs and to plan future initiatives. Handle complex, sensitive, & fast changing assignments. Accommodate evolving business needs. Assess business & customer needs, generate innovative consumer-focused solutions, prioritize accordingly, and escalate appropriately. Investigate, test, and deliver new technical solutions to help power self-solve opportunities for customers seeking resolution to an issue or seeking to learn more about their Apple products. Education 5+ years of related experience with a Bachelor's degree, or 2+ years and a Master's degree Additional Requirements Experience with highly leveraged web services, including cross-functional governance, scalability and planning. Experience in a customer experience/support function Experience working with teams based outside the U.S. Working knowledge of HTML, CSS, and JavaScript.
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