Manager, AppleCare Digital Readiness & Response Program Management

Summary

Posted: Oct 31, 2024

Weekly Hours: 40

Role Number:200573693

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish! The AppleCare Digital organization serves more than 6 billion customers per year across a broad range of online platforms. The organization is responsible for all end-user support and service digital content, web assets, customer-facing apps such as Apple Support App and Message Apple, Apple Communities, search engines such as Google and Baidu, and social media such as X, YouTube and Weibo. We are the highest volume post sales support function in Apple and adhere to the highest standard of quality and innovation on behalf of our customers worldwide.

Description

The Readiness & Response (R&R) Program Management team leads cross-functional solution delivery for all major Apple product support or service strategy changes. We aim to improve Apple product and customer support experiences through synthesizing digital data and taking action to help improve product quality. The Manager will provide team leadership for assigned product lines and influence the broader AppleCare organization. For the former, providing support to our team of talented R&R Program Managers in navigating complex escalations, customer journey centric strategy and strengthen our partnerships with colleagues across AppleCare Engineering, Contact Center, SWE Program Office, Operations Product Quality, Retail and Marketing. This Manager will establish sustainable processes for the application of critical metrics in cross-functional programs, building a Center of Excellence, and taking championship of NPI security and confidentiality to the next level. Key Responsibilities: Enable the Readiness & Response PMs in the areas of objectives prioritization, escalation support, partner management, communication, application of customer journey-centric methodologies and overall team management Ensure all aspects of a product launch for AppleCare Digital are delivered in a timely and high quality manner, identify and quantify impact of top trending issues to influence product quality or coordinate specific cross-functional action to improve the support experience Smartly incorporate the key AppleCare Digital metrics into the relevant NPI and post-launch support processes as well as sustaining support experience improvements, Issue-based Demand Shaping, Retail and Marcom engagement, Quality Programs and others Build the foundation for a Center of Excellence in Project / Program Management within AppleCare Digital by organizing and centralizing PM resources & processes within the team and all other similar functions Establish NPI Security & Confidentiality as a core value

Minimum Qualifications

• BS in business or engineering, equivalent experience is acceptable.
• 8+ years work experience as a project/program manager in any of the following areas: NPI, product quality, customer support/service or product development.
• 2+ years of people management / cross-functional team leadership experience.
• Analytical thinking with proven business acumen in a multi-discipline environment spanning the entire product development lifecycle
• Adaptability to thrive in significant ambiguity, frequently changing strategies &/or immature process environments
• Be both an operational and strategic leader that plans and delivers objectives effectively, possesses vision for the future and inspires accountability and success in people
• Occasional business travel might be required

Preferred Qualifications

• 4-5 years of people management experience, sustained experience managing remote team members a plus
• Master’s Degree in a related field
• Experience with digital projects and data a plus

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 $149,500 and $224,900, 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 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.