Sr. Security Program Manager, AppleCare Support

Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain


Posted: Oct 23, 2018
Weekly Hours: 40
Role Number: 114337840
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 craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages 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. You will lead a variety of strategic initiatives related to improving security and privacy for customers and technical support Advisors. Some of these initiatives could include handling Proof of Concepts (POCs), running change management for large projects, being the AppleCare point of contact and PM for a non-AppleCare funded projects, geo expansion, and more. An essential aspect of this role will also be to help generate and run new initiatives for improving our security model. This position can be located in Austin, TX or Cupertino, CA.

Key Qualifications

  • Inherent passion and commitment to delivering an extraordinary customer experience
  • Experience developing and implementing business strategy, processes, and security procedures
  • Solid understanding of and experience driving projects related to security, privacy, risk, compliance, and/or fraud prevention
  • Strong interpersonal skills and a solid ability to get results
  • Strong project management and program management experience: planning, scoping, project communication, issue resolution, change management, and risk management
  • Strong problem-solving skills, with a background in business intelligence and data analytics as a plus
  • Ability to figure out true impact of a project against requirements by measuring pre-implementation metrics and comparing them to post-implementation results
  • Ability to gain agreement among those at various levels within the organization and successfully communicate across the Contact Center
  • Strong solution-focused work ethic with a high degree of flexibility, supporting multiple projects of varying complexities and priorities
  • Solid ability to assess business needs, prioritize accordingly, and advance appropriately
  • Strong background in driving security initiatives from a project management, leadership, or quality program management perspective highly preferred
  • Background in analyzing application and/or network vulnerabilities highly preferred
  • Experience implementing security features on applications and/or networks highly preferred
  • Project Management Professional, Lean or Six Sigma certifications highly preferred


You have a strong program or project management background with an emphasis in customer experience. You will also be able to quickly shift perspectives from a high-level, strategic view to that of a deep understanding of the details involved in the project. You should also be able to synthesize the key priorities of the security program and be able to effectively communicate with all partners, including senior leadership at an appropriate level. As an effective PM, you would also be able to effectively lead and handle large cross-functional teams without direct authority. This role will be positioned within the AppleCare Global Support Operations Shared Services PMO organization. Support Shared Services manages all of the software, tools, and infrastructure that connect our customers to technical support Advisors. From this vantage point, the selected person will partner closely with a broad cross-functional team composed of members from the Contact Center, Global Security, Information Security, Risk & Compliance, Internal Audit, Training, Tools, Procedures, Data Science, and more. - Partner with various stakeholders (Tools, Contact Center Leadership, Global Security, Risk and Compliance, Software Development, etc.) to define and drive the global security strategy - Actively monitor and understand emerging fraud patterns and trends - Build a strategic roadmap and backlog of work that focuses on long-term, proactive solutions - Act independently and as a top-level contributor in determining program strategy, scope, and direction - Monitoring of program/project status and providing communication to leadership of overall status - Employ six sigma methodologies to identify root causes of a problem and implement sustainable solutions - Create and present compelling recommendations, roadmaps, and strategies to project team members and senior leadership as appropriate - Lead all aspects of the security strategy - Directly run projects related to improving the customer and/or Advisor security from conception to implementation, including scoping in collaboration with senior management, creating a project plan with sequences and activities needed to successfully complete the project, determining the resources (time, money, people, etc.) required to complete the project, and determining the objectives and measures of success for the project

Education & Experience

Bachelor’s degree in related field (e.g., business, information systems, computer science, computer programming, mathematics, or engineering) and/or advanced degree is preferred

Additional Requirements