Sr. Manager - Support Sites & Tools Readiness, AppleCare

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200547792
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. This role is responsible for managing a team of analysts, program and project managers responsible for three discrete areas: Configuration Management, Support Site network infrastructure implementation and Support Tools Readiness.


As Manager of Support Sites & Tools Readiness, you will oversee and optimize the execution and strategy for teams whose scope revolves around the following functions: Tools Configuration Management, AppleCare Supplier Network Infrastructure projects and AppleCare Support Tools Readiness programs. This position requires a strategic thinker with exceptional leadership skills and a proven track record driving the design, development, and operations of high quality business solutions. You should possess strong analytical, communication, and problem solving skills, coupled with a passion for influencing within an ever evolving Apple. Responsible/accountable for delivering internal software products from implementation to decommissioning. Major contributions at the architecture level, design, test, release, and sustaining are expected See opportunities and recommend improvements related to new and/or existing programs and workflows Act independently and as a top-level contributor in determining program direction Understand the needs of the business and push back on requests that could hinder the Advisor or end-user experience Monitor programs/systems and communicate overall status to leadership Prioritize the quality and stability of production environments in conjunction with feature improvements. Accountable for developing comprehensive plans that lead to achieving deadlines and meeting release quality objectives.

Minimum Qualifications

Key Qualifications

  • 8 plus years of experience in people management (including managing managers), people development and managing software development projects.
  • Experience with Core (CC CRM) and other Contact Center programs is preferred
  • Ability to plan and execute strategic program level initiatives.
  • Requires analytical mindset to successfully identify challenges, weigh up options and decide on effective courses of action.
  • Skilled at effectively consulting, communicating, and presenting across various levels of the organization.
  • Ability to think beyond short-term wins and prepare team-members and broader organization for new challenges that arise from changes in scale and scope.
  • Ability to coordinate and facilitate discussions between the PMO, Operations, Quality, Development, and end users to deliver the best results.
  • Ability to gain agreement among those at various levels within the organization and successfully communicate across the organization.
  • Strong, solution-focused work ethic with a high degree of flexibility supporting multiple programs of varying complexity and priority.
  • Experience developing and maintaining new processes and procedures.
  • Excellent cross-functional team management skills and experience.
  • Proven ability to assess business needs, prioritize accordingly, and escalate appropriately.
  • On call availability when needed.
  • Preferred experience with agile execution models.

Preferred Qualifications

Education & Experience

Bachelors degree and/or advanced degree in relevant field required. Experience with AppleCare Contact Center systems is also strongly preferred.

Additional Requirements

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.