Customer Feedback Release EPM

Santa Clara Valley (Cupertino), California, United States
Software and Services

Summary

Posted: Oct 15, 2018
Weekly Hours: 40
Role Number: 114405991
Do you love solving challenging problems in a fast-paced, dynamic environment where you’ll work with many different teams across Apple? Work as part of the Beta Program team to drive the fixes our customers want or need most of all! The Software Beta Program allows customers to provide feedback to Apple on software projects before and after they are released. The Customer Feedback Release EPMs are the first to respond to these outside issues during the development and launch cycle of Apple’s software products. On this team, you will interact with external customers, along with a variety of engineering teams, project management staff, and other quality organizations to collect and process customer feedback, identify key trends, and champion high-impact issues to drive the best possible releases. Each of these partners will rely on your understanding of customer feedback to inform and craft the appropriate response throughout the development cycle.

Key Qualifications

  • Genuine passion for user-focused, high quality technology and design
  • Excellent social, verbal and written communication skills
  • Adaptable in a dynamic and informal environment, and comfortable responding to changing priorities quickly and expertly
  • Self-motivated and dedicated with proven creative and critical thinking capabilities
  • Experience in QA, project management, or customer technical support for software products
  • Thorough knowledge of Apple’s software products, with the proven ability to debug hard problems and investigate root cause analysis
  • Scripting experience or web development experience is a plus
  • Experience as a team lead or project manager is a plus

Description

This is a role with a variety of responsibilities, including: - Interacting directly with both external customers, as well as internal program management and engineering teams - Reporting on progress of seeding programs, highlighting the issues users experience and driving these issues to resolution - Managing the various stages of our beta releases, communicating them to our users, and building a sense of community for customers - Investigating the issues reported by users through reproduction, debugging, and diagnostics analysis - Supporting the ongoing development of our seeding tools and improving the customer feedback experience. Empowering users to provide feedback whenever and wherever - Reviewing bugs with all our cross-functional partners, relaying the customer experience, and developing appropriate and timely responses - Innovating ways to work cross-functionally across teams at Apple to get actionable feedback from the public and championing fixes in our software releases

Education & Experience

BS/MS, preferably Computer Science or related experience

Additional Requirements