AppleCare Engineering Enterprise & Education Support Readiness Project Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200205421
The people here at Apple don’t just create products — they create 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 Engineering is the voice of the customer, driving customer issues to resolution. The AppleCare Engineering Enterprise and Education team prepares worldwide AppleCare teams to support new products and programs used by customers in business, education and government, and drives feedback from these customers into the product development cycle. We are looking for an extraordinary person to provide new product support readiness and project management. We are the bridge between Apple’s customers and products, impacting the quality of Apple's products by leading AppleCare teams and identifying customer issues to provide fast resolution. In this role you will create scalable and innovative customer experiences, and implement customer support strategies. You will be responsible for understanding product features and user experiences, the prediction of support contact drivers as well as the development and execution of action plans that define support processes and policies.

Key Qualifications

  • Minimum 3-5 years of related experience supporting Apple's Enterprise and Education products
  • Consistent track record of project management, successful track record with managing multiple projects and meeting deadlines, project goals
  • Comfortable working with Project Managers across Apple
  • Strong work ethic, high energy and able to juggle multiple priorities, ability to deliver assigned work on time
  • Superb organizational, documentation and time management skills
  • Outstanding communication and presentation skills, written and verbal, to all levels of an organization
  • Ability to learn new technologies quickly and adapt to new product ecosystems
  • Knowledge of AppleCare operations and processes a plus
  • Extensive experience in the customer services industry a plus

Description

A Readiness Program Manager is responsible for coordinating efforts across multiple groups at Apple (AppleCare, engineering, marketing, etc.) to lead new product readiness efforts for Apple's enterprise and education support teams. Strong candidates for this role are driven, organized, detail oriented, and natural leaders. Candidates must be able to communicate with ease and speak with authority at all levels, and have excellent project management skills. Responsibilities Include: Collaboration: Represent AppleCare and customers, sharing customer support insights with engineering, marketing and other partners to improve product reliability and supportability. Project Management: Lead AppleCare teams to support new products. Provide direction, information, and priorities for AppleCare teams throughout the new product development cycle. Lead meetings and maintain documentation to communicate project status. Coordinate development of technical documentation and operational procedures for both end users and internal support personnel. Ensure systems and tools are ready for new products. Product Support: Work with support and analysis teams to identify and track top issues affecting enterprise and education customers. Generate impact assessments to prioritize top issues. Use impact assessments and reporting resources to influence engineering and marketing to help deliver fixes in a timely manner. Technology: Develop and maintain an industry wide expertise of products and technologies in assigned areas. Innovation: Drive improvements to customer support tools, incorporate feature improvements, streamline workflows, and identify scalable solutions. Time: Flexible in schedule, to accommodate business critical meetings, including early morning, evenings, or weekends based on business needs. Occasional travel may be required

Education & Experience

BS/BA degree or 5 years of relevant work experience

Additional Requirements