AppleCare Support Engineering Project Manager – iCloud, Apple Account, Find My

Summary

Posted: Jan 30, 2025

Role Number:200589214

Apple is where individual imaginations gather together, committing to the values that lead to great work. Every new product we build, service we create, or Apple Store experience we deliver is the result of us making each other’s ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world, changing lives for the better. It’s the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in, we can do the best work of our lives. Here, you’ll do more than join something — you’ll add something. AppleCare plays a fundamental role in the feedback loop, helping ensure that Apple delivers the best possible experiences for all of our customers. In this role, you will play a critical part of helping drive broad product and tool improvement efforts within iCloud, Apple Account, Find My, and iMessage, working with a team of talented Support Engineers and numerous cross-functional partners.

Description

As a Support Engineering Project Manager, you ensure organization leadership has a up-to-date, accurate view of different efforts and initiatives driven by or impacting the organization. You will help create a framework for consistency in sharing and tracking of top issues impacting the various product spaces across the org. Additionally, you’ll help drive major improvements/initiatives for key internal tools. The ideal candidate is passionate about using data-driven product feedback to help make Apple’s products easier for customers to use. Responsibilities include: Lead meetings and maintain documentation to communicate project status to ACSE Leadership Manages onboarding, usage of, and enhancements for tools used by Support Engineers (Response DRIs) to track top issues Standardize and maintain a format/cadence for Support Engineers to present/track their top issues within AppleCare and to external partners Standardizes, maintains, and leads Quarterly reviews of issues with Senior Engineering Leadership Tracks/Manages broad efforts within internal tools Provides quarterly updates to AppleCare/iCloud Engineering leadership for internal tools Coordinates AppleCare-wide Sponsorship efforts for iCloud/Account/Find My/iMessage requests Coordinate cross-product initiatives that impact multiple response DRIs Partners with Support Engineers to identify and lead mitigation efforts in regards to impact and cost to AppleCare Coordinates with OS Platform Support Engineering PM where projects overlap Track organization’s overall impact and provide updates regarding any projects/experiences/etc that are part of broader AppleCare Organizational goals

Minimum Qualifications

• Bachelors degree in Computer Science or Engineering or equivalent work experience in C.S. / engineer
• 5+ years of related industry experience with a focus on Project Management
• Outstanding communication and presentation skills, written and verbal, to all levels of an organization (including executives)
• Analytical and creative problem solver with a successful track record handling large-scale, high-profile projects and deadlines.
• Ability to distill highly complex, technical concepts into audience appropriate language

Preferred Qualifications

• 8-10 years of related experience in a Project/Program Manager role is preferred
• Analytical problem solver who thrives on data collection, analysis, and strategic decision-making based on quantitative results
• Tells compelling stories using data, explaining abstract concepts using accessible language
• Curious about how customers use Apple products and where their expectations aren’t met
• Consistent track record of successfully managing multiple projects, consistently meeting deadlines, and achieving project objectives as a project manager
• Strong work ethic, high energy and able to juggle multiple priorities, ability to deliver assigned work on time
• Comfortable with ambiguity
• Familiarity with Apple’s Software Services products including iCloud, Apple Account, FindMy, and iMessage