AppleCare Service - Channel Readiness Manager
Santa Clara Valley (Cupertino), California, United States
Support and Service
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. AppleCare is Apple’s premier Service and Support organization providing award-winning technical support and product service to our global customer base. On the AppleCare Channel Readiness, we are responsible for the design, strategy, and change management for new product and program customer service experiences at Apple. We support more than 5,000 customer-facing points of service. We lead the alignment and execution of field strategy at Apple's Retail Genius Bar, Apple Authorizer Service Providers, and any new channels such as the Independent Repair Provider Program. This role is highly complex and requires a blend of customer experience design, supply chain management, and technical product knowledge.
- 10+ years of industry work experience as a project/program manager in any one or more of the following areas: New Products, Program Management, Service Operations/Reverse Logistics, Retail Corporate, Supply Chain Management, and or Customer Support
- Communicates effectively to build relationships and influence across all levels and parts of large cross-functional organizations with demonstrated experience influencing leadership teams
- Highly detail-orientated decision maker with proven ability to make hard calls under significant ambiguity
- Naturally inquisitive, detail oriented, and fight for excellence in everything you do.
- Excel at providing clarity in highly ambiguous situations and can influence up, down and across organizations to balance risks and solve problems.
You will lead the interface between the Program/Engineering teams developing Service or Quality Programs and Service Channel field teams for Repair Tools/Fixtures, Hardware Diagnostics, and other solutions. Your team will function as process owners for how these solutions are used by Apple technicians in the field. Do you excel at seeking diverse thoughts and translating those into a clear vision? As a manager you take sincere interest in your team’s development, and take time to coach and provide timely actionable feedback. When you lead a program, your cross-functional team relaxes because they know that no matter how tough the situation will be they are in good hands. You will ensure all field-facing aspects of program launches for AppleCare product service and customer support are delivered in a timely manner. You will be the primary representative of AppleCare Hardware Engineering with Apple Retail, Service Providers, and related field support teams across all product lines. You will also partner with and influence Retail, Field Service, Marketing, Legal, Business Intelligence, Digital, and Contact Center teams to realize program execution and achieve successful implementation of new strategies. You will lead and manage cross functional teams to solve complex and often undefined customer-impacting issues by developing and presenting compelling work plans to address improvements to key customer metrics as well as developing and implementing optimized service supply chain models for various products. You will use your business and supply chain knowledge to analyze competing options and have a deep understanding of key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis. You will also evaluate field data and recommend & execute quality programs in support of our customers.
Education & Experience
BA/BS degree is required with MBA/MA preferred. Equivalent experience is acceptable.