AppleCare Program Manager

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200147749
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 seeking an experienced Program Manager to design & implement system, workflow and process improvements to support AppleCare service. The role will work closely with multiple stakeholders across AppleCare, including business users and IT developers. This is a challenging and fast paced role requiring a strong leader capable of moving fluidly from strategic product vision and customer experience design to flawless execution.

Key Qualifications

  • Builds professional & trusting relationships with both geographically and internationally dispersed entities and individuals
  • Develops and communicates a strategic product vision
  • Explains problems, collects data, establishes facts and draws valid conclusions
  • Identifies and implements required actions quickly in order to accomplish goals, eliminate roadblocks, and create focus
  • Provides a long-term vision and track record for innovation, identifies new opportunities and best practices while directing strategic and innovative support programs on time, on budget, and in alignment with organizational goals
  • Effectively expresses ideas and thoughts verbally and in written form up to and including executive leadership
  • Experience documenting processes in a frequently changing environment
  • Demonstrates detailed-oriented, hands-on leadership, taking full accountability from conception through implementation of critical support initiatives
  • Is knowledgeable about Apple Support customer experiences
  • Is able to travel several times a year including international trips to support global initiatives


Manages projects and programs, including large, cross-functional contact center or support initiatives, with an emphasis on technology solutions Demonstrates an advanced level of understanding of the project development process and is able to effectively communicate project status and requirements to users/clients Reviews sophisticated requests and business requirements, ensures clarity and establishes goals and expectations for services requested Identifies gaps and recommends enhancements related to new and/or existing products, services and workflows based on an internal and broad view of the organization Partners with other areas of the business to ensure design and development are complete Anticipates potential problems and works proactively to provide and implement solutions to a wide range of issues, most with cross-functional aspects; facilitates the resolution of complicated issues cross- functionally Provides analysis and coordinates delivery of services to end-users under limited direction Analyzes processes to find relevant reporting touch points. Provides reporting and analysis to monitor performance and identify business trends Extensive knowledge of the AppleCare Contact Center tools and processes is a plus Working knowledge of Apple’s SAP instance and/or ERP systems is a plus Understanding of corporate financial flows and accounting is a plus Ability to maintain and develop relationships within the cross-functional teams including management of vendor relationships Strong analytical and organizational skills necessary Proficient knowledge of system development lifecycles

Education & Experience

3-5 years of project or program management experience Software development background a plus Bachelor’s degree required PMP preferred MBA or Masters a plus

Additional Requirements