Apple
AppleCare Digital Readiness & Response Program Manager
Apple, Austin, Texas, us, 78716
AppleCare Digital Readiness & Response Program Manager
Austin,Texas,United States
Support and Service
The AppleCare Digital organization serves more than 6 billion customers per year across a broad range of online platforms. The organization is responsible for all end-user support and service digital content, web assets, customer-facing apps such as Apple Support App and Message Apple, Apple Communities, search engines such as Google and Baidu, and social media such as X, YouTube and Weibo. We are the highest volume post sales support function in Apple and enforce to the highest standard of quality and innovation on behalf of our customers worldwide. The Readiness & Response Program Manager has broad insight into and responsibility for ensuring a well-coordinated New Product Introduction including championing the most efficient 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 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 either improve NPI strategy or optimize existing support / service experiences.
Description
You will play a pivotal role in ensuring successful support &/or service for specific Apple product line(s) at launch and an enabling driver of continuous improvement to either product quality or customer experiences through the product lifecycle. You will 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 grounded in the customer journey. 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 Digital partners such as Contact Center, Marketing, Retail Store / Online, Field Service, and in-region teams to identify, influence and implement customer experience opportunities or react quickly to support / service strategy changes. 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.
Minimum Qualifications
BS in business/engineering or equivalent experience
5-7 years work experience as a project/program manager in any of the following areas: NPI, customer support / service or product quality.
Ability to combine analytical thinking with an eye for business to effectively provide context-specific insights to various partners
Ability to influence and partner with multiple teams of varying expertise and seniority
Cross-functional project leadership of distributed team members
Passion for customer satisfaction and continuous improvement
Occasional business travel might be required
Key Qualifications
Preferred Qualifications
Master’s Degree in a related field
8-10 years work experience as a project/program manager in a related field
Prior experience with digital projects &/or data
Adaptability to thrive in significant ambiguity, frequently changing strategies &/or immature process environments
Education & Experience
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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)
Apple Footer
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 (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .
Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
Austin,Texas,United States
Support and Service
The AppleCare Digital organization serves more than 6 billion customers per year across a broad range of online platforms. The organization is responsible for all end-user support and service digital content, web assets, customer-facing apps such as Apple Support App and Message Apple, Apple Communities, search engines such as Google and Baidu, and social media such as X, YouTube and Weibo. We are the highest volume post sales support function in Apple and enforce to the highest standard of quality and innovation on behalf of our customers worldwide. The Readiness & Response Program Manager has broad insight into and responsibility for ensuring a well-coordinated New Product Introduction including championing the most efficient 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 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 either improve NPI strategy or optimize existing support / service experiences.
Description
You will play a pivotal role in ensuring successful support &/or service for specific Apple product line(s) at launch and an enabling driver of continuous improvement to either product quality or customer experiences through the product lifecycle. You will 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 grounded in the customer journey. 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 Digital partners such as Contact Center, Marketing, Retail Store / Online, Field Service, and in-region teams to identify, influence and implement customer experience opportunities or react quickly to support / service strategy changes. 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.
Minimum Qualifications
BS in business/engineering or equivalent experience
5-7 years work experience as a project/program manager in any of the following areas: NPI, customer support / service or product quality.
Ability to combine analytical thinking with an eye for business to effectively provide context-specific insights to various partners
Ability to influence and partner with multiple teams of varying expertise and seniority
Cross-functional project leadership of distributed team members
Passion for customer satisfaction and continuous improvement
Occasional business travel might be required
Key Qualifications
Preferred Qualifications
Master’s Degree in a related field
8-10 years work experience as a project/program manager in a related field
Prior experience with digital projects &/or data
Adaptability to thrive in significant ambiguity, frequently changing strategies &/or immature process environments
Education & Experience
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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)
Apple Footer
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 (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .
Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .