AppleCare Service Manager

Santa Clara Valley (Cupertino), California, United States
Sales and Business Development


Posted: Jan 2, 2019
Weekly Hours: 40
Role Number: 114292133
The AppleCare Service Manager is a core member of the AMR Field Services Leadership team responsible for the strategic engagement with channel partners and multinational resellers. You will help develop and drive strategic direction for the region and work cross-functionally with AppleCare Business Development, Sales, and Finance to effectively lead service operations. You possess impeccable business insight, a strong drive for results, and the ability to navigate a complex and evolving business area. You will be expected to lead the organization to design and scale new services offerings and processes that deliver value to Apple and our partners. Travel required about 30% of the time

Key Qualifications

  • Minimum of 10 years experience managing and driving performance in customer-focused channels
  • At least 5 years industry experience in technology consulting, wireless or enterprise service
  • Minimum of 5 years of experience leading, mentoring and developing a team of highly qualified professionals
  • Experience in a technical support environment is preferred
  • Comprehensive understanding of forward/reverse logistics in a service-based supply chain
  • Well versed in data analytics and use of visualization tools
  • Adept at financial analysis and financial modeling
  • Excellent verbal and written communication skills; ability to communicate upward concisely
  • Experience managing large-scale projects and exceptional organizational skills


Key Responsibilities: - Accountable for the coordination of operational, technical, commercial, systemic, and financial support activities - Drive the cross-functional communication, partnership, and shared goals with core Field Service partners related to Sales, Legal, Finance, Procurement, Logistics, Planning, Engineering, Call Centers, and the Online Apple Store - Manage and coordinate partner reviews with cross-functional teams - Reengineer processes and policies to ensure customers receive a premium service experience in a rapidly growing channel - Partner with the sales and business development organizations to ensure service infrastructure supports Apple’s strategic direction - Provide regular operational reporting in relation to success indicators; develop and execute against action plans to address areas of concern - Build and foster critical relationship with key channel partners and cross-functional teams - Communicate and facilitate understanding of scope of support and partner expectations - Ensure consistent delivery of high quality service & support solutions - Monitor program compliance and ensure partners meet obligations - Review partner performance, develop action plans and identify emerging issues - Direct and mentor regional teams to provide most effective execution and tactical support - Develop and maintain strategic relationships with senior executives within key accounts - Provide feedback and guidance to executive leadership

Education & Experience

MS/MBA preferred plus 5+ years related experience, or BA/BS degree plus 7-10 years industry experience

Additional Requirements