Manager, AppleCare AMR/ALAC Channel Service Programs

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


Posted: Dec 14, 2018
Weekly Hours: 40
Role Number: 200020666
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 inspires 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. As a part of the AppleCare Service Operations team, you will lead a program management team to deliver successful service programs in AMR/ALAC region that enable amazing customer experiences and business to business solutions. You possess extensive experience building and inspiring teams that enable innovative service programs in a large global company. In addition, you excel in exercising good judgment, readily assume accountability, and provide leadership and inspiration to the team.

Key Qualifications

  • Minimum, 6-10 years of project management or program management experience in fast- paced, logistics-focused businesses
  • Minimum, 4-6 years managing a high performing team in the technology service industry


Leading teams - Positively influences the performance and provide inspiration to the team - Builds effective relationships internally and externally to drive execution of programs across functional groups - Ability to operate in a dynamic and sometimes ambiguous environment to quickly and effectively identify issues with systems and processes and recommend the appropriate solutions - Remains accountable to the strategic ramifications of the programs Program Management - Facilitates effective team interactions that result in consensus around key decision points - Architects and sustains global channel service programs - Serves as liaison to other Apple functions (Finance, Legal, IS&T, Marketing, Engineering, etc.) - Identifies risks and articulates viable mitigation strategies Communication - Delivers engaging, informative, well-organized presentations to all all levels of leadership and key partners - Tailors the depth and style of communication to the needs of varied audiences - Communicate difficult / sensitive information tactfully Problem Solving / Technical Acumen - Deep knowledge of AppleCare products, services, processes and all LOBs - Expert in business analytics and strategic guidance - Resolves and/or escalates issues in a timely fashion

Education & Experience

MS/MBA preferred plus 6-9 years experience, or BA/BS degree plus 8-10 years service industry experience

Additional Requirements