Product Support Readiness Project Manager

Santa Clara Valley (Cupertino), California, United States
Support and Service

Summary

Posted: Nov 5, 2018
Weekly Hours: 40
Role Number: 200005153
Are you a great communicator with the ability to influence decision makers? If so, this job could be for you. AppleCare Engineering is the voice of the customer, driving customer issues to resolution. The AppleCare OS Platforms & Services Support Engineering team strives to discover opportunities that exist within Apple's products to drive product usability and reliability improvements. We are looking for an extraordinary person to provide new product support readiness and project management. We are the bridge between Apple’s customers and products, impacting the quality of Apple's products by leading AppleCare teams and identifying customer issues to provide fast resolution. In this role you will create scalable and innovative customer experiences, and implement customer support strategies. You will be responsible for understanding product features and user experiences, the prediction of support contact drivers as well as the development and execution of action plans that define support processes and policies. Utilizing your technical expertise and problem solving skills, you will work cross-functionally with Engineering, Product Marketing, Legal, Operations and others to understand design, feature availability and product behaviors along with marketing strategies in order to prepare all customer support channels for effective and efficient product support.

Key Qualifications

  • Minimum 3-5 years of related experience in a technical area
  • Proven track record of project management, successful track record with managing multiple projects and meeting deadlines, project goals
  • PMI or similar project management certification strongly preferred
  • Comfortable working with Project Managers across Apple
  • Ability to work on assigned tasks with minimal oversight, self-motived and reliable
  • Strong work ethic, high energy with ability to juggle multiple priorities, ability to deliver assigned work on time
  • Act independently, making mindful decisions as needed
  • Superb organizational, documentation and time management skills, meet dedications and drive closure to open items
  • Lead and communicate changes in scope or schedule in a timely manner
  • Hold yourself and others accountable, strong ability to influence without authority
  • Ability to translate technical topics into customer facing content
  • Outstanding communication and presentation skills, written and verbal, to all levels of an organization
  • Excellent verbal and written proficiency
  • Analytical thinker who thrives on data collection, analysis, and strategic decision-making based on quantitative results
  • Technical knowledge of Apple’s products and consumer platforms
  • Fast learner, ability to adopt to new technologies and product ecosystems
  • Knowledge of Apple Support Channel, incl. Contact Center Operations and support processes a plus
  • Extensive experience in the customer services industry a plus

Description

A successful Product Support Readiness Project Manager is a technically savvy customer advocate with exceptional organizational skill, the ability to learn fast and natural skill to approach problems flexibly. You are a natural leader who influences others and you are someone who understands the impact of customer support. You thrive in dynamic environments, you can handle multiple priorities and projects at a time, and you work well in teams. You are passionate about New Product Introduction (NPI) activities for AppleCare to provide coherent and well-run customer support experiences that enable users to self solve, AppleCare teams to assist effectively as well as Engineering and Operations teams to respond swiftly to customer feedback. You will cover product responsibilities across all OS platforms. You will collaborate extensively with cross-functional teams like Software Engineering, Product Marketing, New Product Operations Readiness, AppleCare Technical Service and Support teams, Contact Center Operations, Retail and Online Support teams. Responsibilities include: Collaboration: Represent AppleCare and Customers in NPI Readiness/Engineering meetings to share insights of customer issues and support experiences to Engineering Program Managers, Marketing and all supporting teams. Project Management: Drive and lead AppleCare teams with support NPI projects and deliverables. Provide direction, goals, objectives and priorities for AppleCare functions throughout the new product development cycle. Coordinate, prepare, and review technical documentation and operational procedures for both end users and internal support personnel. Ensure systems and tools are ready for new products. Attending, contributing, hosting and coordinating meetings associated with assigned products. Product Support: Partnering with Support Response Engineering and Data Analytics teams, provide rapid response feedback, identify product support drivers and evaluation of support metrics and present findings/reporting to management. Technology: Develop and maintain an industry wide expertise of products and technologies in assigned areas. Work with Engineering teams to ensure that customer-critical issues found in pre-release products and previous product releases are addressed in newer versions. Innovation: Drive improvements to customer support tools, incorporate feature improvements, streamline workflows, and identify scalable solutions. Time: Flexible in schedule, to accommodate business critical meetings i.e. early morning, or at night when necessary, may require to work weekends during high activity periods such as product launches Occasional travel could be required

Education & Experience

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.