Readiness Program Manager
Singapore, Singapore, Singapore
3d ago

Key Qualifications

  • Maintain integrity of projects through high level of confidentiality
  • Provide leadership and ongoing feedback to support product, program and project readiness to ensure all call centre specialists are prepared
  • Implement standardisation across all regions for readiness initiatives
  • Coordinate and lead localised command centres for internal and external leadership during key launches, including determining and assigning roles and responsibilities
  • Analyse data, specialist feedback, and NPS results to capture emerging trends and findings for readiness improvements
  • Simplify complex concepts for specialists and customers, create content when required
  • Clearly communicate status throughout project against objectives, identifying risks and opportunities, up, down and across the organisation
  • Lead the strategic direction and implementation with a focus on quality, efficiency and an exceptional customer experience
  • Support the expansion of Apple Retail into new countries
  • Evaluate emerging opportunities against financial goals, build and present business cases, and test as appropriate
  • Collaborate with Customer Experience, Call Centre Leadership, RCC Strategy, Process Improvement, Retail Fulfilment Operations, and business stakeholders to develop strategies to support the customer
  • Provide leadership, standardisation, and strategies to support worldwide teams
  • Develop KPIs, scorecards, and internal processes to reduce cost and drive business improvements
  • Conduct cross-functional reviews with key team members and specialists to drive global strategy improvements for readiness
  • Description

  • Requires 3+ years of hand-on experience in product, project or program management or order fulfilment in a high-tech environment- Experience in contact centre environment and fulfilment operations a plus - Excellent communication skills - written and verbal - including presentation skills - Interpersonal savvy when interacting with internal partners and virtual team members - Extraordinary customer service commitment - Attention to detail with great analytical skills coupled with the ability to evaluate, analyse and present data to senior leadership
  • Education & Experience

    Bachelors degree preferred or equivalent experience

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