Senior Manager, AppleCare Support Engineering - App Store and Services

Sunnyvale, California, United States
Software and Services
Submit CVSenior Manager, AppleCare Support Engineering - App Store and Services
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Summary

Posted:
Weekly Hours: 40
Role Number:200543870
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. 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. AppleCare Support Engineering is currently seeking candidates for Senior Manager of App Store and Services. The Support Engineering Manager will lead a team of Engineering Program Managers and Technical Support Engineers who lead cross-functional product teams responsible for developing and completing support plans for new products and services, investigating sophisticated customer issues, and providing product feedback to Engineering, Operations, Marketing, Legal and other strategic partners to influence product design decisions and improve customer experiences.

Key Qualifications

  • 13+ years senior management experience leading technical support and services organizations.
  • Knowledge of Apple products and services.
  • Ability to guide multiple projects in parallel, using various collaboration techniques.
  • Experience influencing Product Engineering on features meaningful to customers.
  • Ability to explain customer issues, impact to business, and paths to resolution to senior leaders.
  • Understanding of strategic systems and tool requirements to provide customer support at scale.
  • Passion for connecting the support experience through data analytics.
  • Track record of developing strong cross-functional and cross-regional relationships.

Description

In this role, you will focus on initiatives for AppleCare to provide the most effective customer support experience. You’ll cover the gamut of Apple Services Engineering products, including App Store, Apple Music, TV, News, Fitness+, and other digital subscriptions. You'll collaborate extensively with cross-functional teams like ASE Operations, Store Engineering, Technical Support teams, Marketing, Contact Center Operations, and Digital teams. Responsibilities Include: - Lead a worldwide team of Program Managers and Product Support Engineers, ensuring they meet or exceed performance goals. - Provide vision, strategy, and managerial mentorship to team members. - Identify needed resources for projects, define and assign major project roles. - Supervise product/program/projects from initiation through delivery, collaborating with strategic partners, and providing direction as needed. - Partner with product and services teams to influence product roadmap and drive feedback loop results for AppleCare. - Mentor ACE managers to develop their technical, influencing, and leadership skills. - Develop positive relationships with key partners, including Product Development, Product Marketing, Services Engineering and Operations. - Collaborate with AppleCare leadership team to develop interpersonal goals and objectives.

Education & Experience

Bachelor’s Degree in an engineering field or equivalent required; Master's or higher degree in a related field a plus.

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 $233,600.00 and $351,200.00, 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.

    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.
Submit CVSenior Manager, AppleCare Support Engineering - App Store and Services
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