AppleCare Engineering New Product Support Program Manager
Elk Grove, California, United States
Software and Services
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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
- Experience in new product introduction or product quality project management, or a related field
- 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.
Key Qualifications
Preferred Qualifications
- 3+ years of experience in new product introduction or product quality project management, or a related field
Education & Experience
B.S. in any engineering or other technical field is strongly encouraged for this role.
Additional Requirements
Pay & Benefits
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.