AppleCare Digital Readiness Program Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200220870
Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have invented 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! The AppleCare Digital Support organization services more than 4 billion customers per year across a broad range of online platforms. The organization is responsible for all support and service digital content, web assets, customer facing apps such as the Apple Support App, Apple Communities, Google and Baidu, and social media such as Twitter, YouTube and Weibo. We are the highest volume post sales support function in Apple and adhere to the highest standard of quality and innovation on behalf of our customers worldwide. This role can be located in Austin, TX or Santa Clara Valley, CA.

Key Qualifications

  • Fluency in English is required, fluency in Mandarin is a plus
  • 3-5 years work experience as a project/program manager in any of the following areas: NPI, customer support or product development. Experience with digital projects &/or data a plus.
  • Ability to combine analytical thinking with an eye for business to effectively provide context-specific insights to Engineering or Marketing partners
  • Cross-functional team leadership of co-located or remote team members
  • Ability to influence and partner with multiple teams across Apple of varying expertise and seniority
  • Passion for customer satisfaction and continuous improvement
  • Occasional business travel might be required

Description

The Readiness Program Manager has broad visibility into and responsibility for ensuring a well-coordinated New Product Introduction including championing the most optimal customer-centric solutions from every aspect of AppleCare Digital. The role also coordinates post-launch / ongoing digital insight from social media, communities, SEO and the associated response actions in support of a sustaining quality feedback loop. Finally, the role partners with cross-functional teams to identify and influence the implementation of opportunities to continuously enhance NPI support. Key responsibilities include: Be the primary representative of AppleCare Digital for cross-functional updates on status, strategy and issue resolution Ensure all aspects of a product launch for AppleCare Digital are delivered in a timely and quality manner in as customer-centric a fashion as possible Synthesize digital data to quantify impact and provide context-specific insight on top volume and trending issues or product feature requests to influence product quality or design in partnership with AppleCare Digital, AppleCare Engineering or SW Program Office, HW Product Systems Quality, Retail and Marketing Collaborate with internal teams and external AppleCare Online partners such as Contact Center, Marketing, Retail/AOS, Field Service, and in-region teams to identify, influence and implement NPI opportunities Lead, individually or with the AppleCare Digital team, the presentation of comprehensive updates on pre-launch status and/or post-launch performance to the most senior levels of management, internal or external to AppleCare Digital

Education & Experience

BS or MS degree in business or engineering, MBA preferred. Equivalent experience is acceptable.

Additional Requirements