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Scrum Master
Job Description
- Work with cross functional teams for successful releases and deployments.
- Manage New Product Introduction (NPI) release.
- Manage sprint planning and facilitate retrospective drives for project success.
- Collaborate with design and engineering team to map end-to-end user journeys and system interactions.
- Facilitate stakeholders workshops and alignment sessions to create journey improvements and ensure seamless execution across teams.
- Act as a thought leader and change agent in the transformation of traditional support and service into a modern, proactive, and personalized customer experience.
- Develop and maintain a deep understanding of enterprise support models, including tiered support structures, SLAs, and escalation paths.
- Partner with product and engineering teams to ensure that enterprise support requirements are considered in the design and development of Apple products and services.
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Collaborate with Customer Success Managers to gather insights into enterprise client pain points and technical challenges and translate these insights into actionable improvements in digital support journeys.
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