AppleCare Digital Readiness & Response Program Manager

Summary

Posted: Oct 11, 2024

Role Number:200573103

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 enforce to the highest standard of quality and innovation on behalf of our customers worldwide. The Readiness & Response Program Manager has broad insight into and responsibility for ensuring a well-coordinated New Product Introduction including championing the most efficient customer-centric solutions from every aspect of AppleCare Digital. The role also coordinates post-launch / ongoing digital insight from social media, communities, SEO and the associated actions in support of a sustaining quality feedback loop. Finally, the role partners with cross-functional teams to identify and influence the implementation of opportunities to either improve NPI strategy or optimize existing support / service experiences.

Description

You will play a pivotal role in ensuring successful support &/or service for specific Apple product line(s) at launch and an enabling driver of continuous improvement to either product quality or customer experiences through the product lifecycle. You will be the primary representative of AppleCare Digital for cross-functional updates on status, strategy and issue resolution. Ensure all aspects of a product launch for AppleCare Digital are delivered in a timely and quality manner grounded in the customer journey. Synthesize digital data to quantify impact and provide context-specific insight on top volume and trending issues or product feature requests to influence product quality or design in partnership with AppleCare Digital, AppleCare Engineering or SW Program Office, HW Product Systems Quality, Retail and Marketing. Collaborate with internal teams and external AppleCare Digital partners such as Contact Center, Marketing, Retail Store / Online, Field Service, and in-region teams to identify, influence and implement customer experience opportunities or react quickly to support / service strategy changes. Lead, individually or with the AppleCare Digital team, the presentation of comprehensive updates on pre-launch status and/or post-launch performance to the most senior levels of management, internal or external to AppleCare Digital.

Minimum Qualifications

• BS in business/engineering or equivalent experience
• 5-7 years work experience as a project/program manager in any of the following areas: NPI, customer support / service or product quality.
• Ability to combine analytical thinking with an eye for business to effectively provide context-specific insights to various partners
• Ability to influence and partner with multiple teams of varying expertise and seniority
• Cross-functional project leadership of distributed team members
• Passion for customer satisfaction and continuous improvement
• Occasional business travel might be required

Preferred Qualifications

• Master’s Degree in a related field
• 8-10 years work experience as a project/program manager in a related field
• Prior experience with digital projects &/or data
• Adaptability to thrive in significant ambiguity, frequently changing strategies &/or immature process environments