Global Engagement Manager, Communities

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

Summary

Posted:
Weekly Hours: 40
Role Number: 200119522
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 (discussions.apple.com) 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 manager to lead a team of program managers who are responsible for delivering customer engagement programs for our community members. Similar to a frequent flyer program, these programs need to engage a wide variety of participation levels and offer something compelling for everyone. Apple often speaks of a culture that consists of 1,000 no’s for every yes. You and the team will develop and define new communications, programs, benefits, and recognition ideas that will be challenged at every step and likely require far more revision than you could have envisioned. This process of iteration is how we arrive at something uniquely Apple that can surprise and delight our members. You're tenacious and love the challenge of making something the best it can be. 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

  • Minimum 5+ years of people management experience
  • 5+ years in customer support or customer facing roles
  • Minimum 5+ years of program management leading a portfolio of projects
  • Deep understanding of on-line communities and social media usage
  • Confirmed experience in designing and deploying customer facing programs
  • Ability to partner with global teams, launch global projects, and adapt initiatives for cultural and regional differences
  • Validated ability to influence colleagues without authority
  • Experience working with legal, public relations, government affairs, and marketing teams
  • Ability to function in a fast-paced environment and prioritize multiple projects under tight deadlines
  • Capable of thinking strategically while able and willing to dive deep to execute tactics
  • Strong networker successful in cultivating relationships between customers and employees
  • In depth experience with metrics, scorecards, and analytics to measure programs and drive process improvements
  • Willingness to work irregular hours to ensure full support of global teams
  • Community Management experience
  • Project Management certification
  • Familiarity with Agile and Six Sigma methodologies
  • Knowledge of social media gamification and reward systems

Description

You will work in close partnership with our team of Global Community Managers, Online Support Teams, HR, Legal, Government Affairs, Public Relations, Marketing, Product Owners, Developers, and Localization Teams. You are innovative, always thinking about ways to make the programs better and are excited to find ways to delight our community members. Collaboration is key as you develop relationships between the members themselves and Apple employees. Examples of advocacy programs and processes would be things like how to recognize member tenure, communication of changes to the community features and functionality, compelling gamification that supports participation, positive engagement to humanize and personalize relationships with members, organizing in-person and virtual meetings, hosting events in the community, resolving conflict between members, and creating programs that inspire members to become more engaged. KEY RESPONSIBILITIES Provide leadership and guidance to your team to drive strategy, represent Apple culture and high standards, remove obstacles, make connections and support success. Drive the strategy to identify, engage, recognize, and enable valued top and next generation members. Accelerate the development of and growth of programs, experiences, events and engagement with valued members. Build upon the global communities communications strategy to identify and seize new related opportunities to tie into other areas of the business, support top call drivers, new product releases, betas, etc. Represent the program to all Apple partners and leadership. Represent the voice of valued members, understand their use cases and advocate and deliver the best community experience for their unique needs. Establish relationships and collaborate with engineering, marketing, legal, human resources, product owners, product teams, readiness and AppleCare to grow advocate programs, event strategy, recognition systems, and communications. Understand thoughtful and patient program development including key foundational elements including research, early and often collaboration, partner and leadership consensus and critical inputs from legal, human resource and UX partnerships. Monitor, track and report on performance, identifying and understanding which metrics to watch closely, and those to seek for improvement and growth.

Education & Experience

Bachelor’s degree in related field; MBA desirable

Additional Requirements

  • Up to 15% travel