Product Team Manager, Communities

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


Weekly Hours: 40
Role Number: 200119470
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. Apple Support Communities ( harness the power of Apple enthusiasts worldwide. Our community members share solutions, validated methodologies, and creative ideas to get the most out of their Apple products and services. The Apple Support Communities Team designs and implements the solutions that encourage participation, increase engagement, improve effectiveness, and ultimately provide amazing experiences in the community. We're seeking a Product Team Manager to lead a team of Product Managers responsible for taking the community software platform and supporting tools in to the future. You will work closely with Engineering, QA, UX, and business teams to deliver highly available internal facing tools, site enhancements, and integration interfaces that enable Apple to deliver an extraordinary community support experience. You will sit at the intersection of business strategy and technical implementation where we debate and discuss the best possible customer experience. You will demonstrate extraordinary leadership and help to remove obstacles while forging relationships, providing clarity during ambiguity, and rolling up your sleeves to dive in to the details when needed.

Key Qualifications

  • 5+ years of people management experience
  • 5+ years in software project management, release planning, product management, product owner role and/or equivalent experience
  • Expert at executing the software development lifecycle
  • Advocate of Agile methodology
  • Consistent record of on-time and quality delivery of software products
  • Strong ability to identify and resolve cross-project interdependencies
  • Experience delivering highly effective Web-based tools
  • In-depth understanding of on-line communities and social media usage
  • Capable of prioritizing multiple projects with changing priorities and under tight deadlines
  • Strategic thinker with the ability to dive deep to execute tactics
  • Willingness to work irregular hours to ensure full support of global teams
  • Experience supporting social media apps and platforms
  • Experience with online community building and UX
  • Management of high volume and high availability software systems
  • Technical software engineering experience
  • Experience working in a Customer Support organization
  • Project Management certification
  • Agile experience as a Product Manager or Scrum Master
  • Knowledge of social media gamification and reward systems
  • Ability to partner with global teams, launch global projects, and adapt initiatives for cultural and regional differences


As a successful Manager in this role, you will act as a people and product leader responsible for leading and delivering an extraordinary community experience to Apple customers. Your team will be responsible for developing internal-facing tools, enhancing Web site capabilities, and implementing processes that enable Apple’s Community Management team to provide an outstanding peer-to-peer experience. Working with your team, you will utilize an Agile methodology, developing user stories and acceptance criteria, refining product backlog, and advocating for end user and business needs. You will hire, train, and support Product Managers. You are an influencer who can effectively negotiate at all levels. You enjoy working with a global team of non-technical and technical professionals. When challenges arise, you thrive in identifying creative and unique solutions. You seek customer feedback and excel in using data to help make challenging prioritization decisions. You enjoy technical conversations with engineers yet are also comfortable presenting in front of senior leaders. You understand the high-profile nature of Apple’s business and are willing to apply your experience in a way that meets Apple’s rigorous standards for design, brand integrity, and customer privacy. KEY RESPONSIBILITIES: Lead a team of Product Managers for the Apple Support Communities Run enhancement requests and feature prioritization Responsible for the on-schedule delivery of new features, bug fixes, and enhancements Balance trade-offs between time and scope while meeting business goals Engage with business partners to seek clarification and reproduce issues to support a timely and appropriate prioritization Facilitate effective communication between business and engineering teams to get tasks to completion and issues resolved Connect with business partners to monitor overall health of the community platform Influence engineering resources and prioritization to respond to ever-changing business needs

Education & Experience

Bachelor’s degree in relevant fields; MBA desirable

Additional Requirements

  • Up to 10% travel