AppleCare Engineering New Product Support Program Manager

Sunnyvale,California,United States

Software and Services

Imagine what you could do here at Apple. Innovation runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The people here at Apple don’t just build products — they craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. At Apple, we make great products which enrich our customer’s lives, and AppleCare is looking for a program manager to contribute to this mission. You’ll combine thoughtful customer insights and personal experience to prepare AppleCare for new product releases. You will work together with partners from software and firmware engineering, product marketing, legal, and product design to build customer support experiences that are the best in the world.

Description

An AppleCare Engineering New Product Support Project Manager is responsible for overseeing product support for all facets of Apple products. They lead project teams responsible for identifying why customers might need support from AppleCare, and they implement corrective or preventative actions to solve issues which customers commonly experience. A successful New Product Support Project Manager solves problems so customers rarely need to contact AppleCare for help, and if customers do seek help from AppleCare, they believe their time is well spent. In this role, you will: - Lead projects to prepare internal and public-facing materials designed to help AppleCare provide support to customers, and to help customers solve issues without assistance. - Work with other teams at Apple to change product behaviors or documentation to improve the user experience using customer feedback, data, and personal observations. - Design processes, tools, and systems to provide customer support at scale - Utilize engineering, operations, and AppleCare insights to estimate and influence expected cost for product support strategies - Organize AppleCare’s various support teams to respond to issues discovered after products are released, and deliver solutions to customers which lead to satisfactory outcomes.

Minimum Qualifications

• 5+ years of experience in new product introduction or product quality project management, or a related field

Key Qualifications

Preferred Qualifications

• A strong technical background resulting from an engineering degree or relevant work experience

• Concise: Excellent verbal and written presentation skills with the ability to filter and distill relevant information for the right audience.

• Courageous: Willing to try new things and challenge the status quo, despite the difficulty it may bring .

• Creative: Skilled at solving new and novel problems with limited direction or resources.

• Curious: interested in finding how things work and making them better. Pursues many different interests to develop diverse skills and hobbies.

• Empathetic: Adept at solving internal and external problems through compromise and debate, while deepening relationships and building credibility

• Experienced: Wisely applies existing knowledge to new situations. Able to adapt new information to existing domain of expertise. Effectively predicts the future by extrapolating from the past.

• Flexible: Manages rapid development cycles; remains calm in the face of uncertainty and knows when to compromise and when to double down.

• Humble: willing to ask for help and seriously consider other points of view.

• Social: Enjoys building and maintaining relationships with various kinds of people.

• Teachable: asks relevant questions and considers solutions to both empirical and hypothetical scenarios. Identifies opportunities to learn and grow through careful self-reflection.

• Technical: predicts how products and processes may fail and implements changes to prevent or alleviate those failures. A liaison who interacts with other technical DRIs, and can explain challenging concepts to any member of the greater business.

Education & Experience

B.S. in any engineering or other technical field is strongly encouraged for this role.

Additional Requirements

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $160,700 and $241,500, and your base pay will depend on your skills, qualifications, experience, and location.Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.Learn more (https://www.apple.com/careers/us/benefits.html) about Apple Benefits.Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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