Manager, Digital Support Apps

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

Summary

Posted:
Weekly Hours: 40
Role Number:200163501
Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have imagined and now can’t imagine living without! If you’re excited by the idea of making a real impact and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job… just be prepared to dream big! AppleCare Digital Support is here to help Apple customers by crafting and building world class support experiences. AppleCare Digital is seeking an experienced manager to lead a hardworking team passionate about bringing innovative new features to two of the most impactful support properties, the Apple Support iOS app and ‘Get Support’ on the Apple Support web site. These apps help guide customers from all over the world to the best support solutions for their Apple products & services. Using these apps, customers can find answers from a vast knowledge base of content tailored to their questions. They can chat, email, or arrange a call with an AppleCare Advisor right away, or schedule a callback when it’s convenient. Customers can arrange to get a repair at an Apple Store (Genius Bar) or a nearby Apple Authorized Service Provider. This leadership position is responsible for building and executing a vision of impactful support experiences that are tailored to the unique capabilities of iOS and the web, powered by shared services, and delivering compelling and relevant support solutions to help Apple customers. Do you encourage your teams with creative thinking? Are you passionate about your customers? In this role, you will encourage and manage a team of hardworking Product Owners each leading track teams passionate about new features that will help millions of Apple customers globally. You will also handle complex cross-functional relationships across engineering and business partner teams. You'll need in depth experience in program management and web technology along with designing, developing, testing, launching and sustaining new applications in an Agile environment.

Key Qualifications

  • 8+ years of leadership experience
  • 5+ years of running software development projects
  • Experience in a customer experience/support function
  • Foundational understanding of iOS and web application development principles and web services (REST APIs)
  • Experience working with global teams
  • Experience in browser compatibility and accessible design

Description

Help your team identify customer needs and define a strategy to optimize end-to-end customer journeys that live up to Apple’s high expectations of quality. Own the workload of direct reports and have influence and accountability for other project team members from different functional areas of expertise. This position requires the ability to build strong working relationships with peers and partners to solve cross-functional challenges. Core to success is the ability to challenge and persuade others, often in sensitive situations, without damaging business relationships. In this role, you will provide regular updates to leadership and summarize key points and actions required. You will make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. You’ll rely upon data analysis and empirical information to support your conclusions. You will work closely with product owners to define specific requirements for new features that are realistic and can be delivered. You will set clear objectives and goals for yourself and your team. You will regularly and effectively interact with people of multiple subject areas, such as software engineers, UX/UI designers, project managers, quality assurance leads, and analysts. Performance is measured against broader customer experience and business goals and success in this role is akin to success for our customers, our business, and your team. Always consider the customer perspective across the entire Apple support journey and be able to articulate key customer support needs to our partners in order to influence an outstanding experience across touch points. Combine the ability to think and plan strategically with the ability to drive the team to execute in the details. Break down vision and strategy into realistic timelines with iterative landmarks while anticipating and adjusting for problems and roadblocks.

Education & Experience

BA/BS required, Computer Science preferred MBA a plus

Additional Requirements

  • Past experience coding is desired