AppleCare Agreements Readiness Engineering Program Manager

AppleCare Agreements Readiness Engineering Program Manager Great support doesn't just fix issuesit prevents them. As a Readiness Program Manager for Apple Services, you'll help shape how millions of customers experience services like AppleCare One, AppleCare+, App Store, and Apple Music. Our AppleCare Support Engineering team serves as the vital bridge between customers and the teams building Apple Services and AppleCare Agreements. We partner closely with Services Engineering, Marketing, and AppleCare teams to ensure every launch delivers exceptional support experiences. From AppleCare One and AppleCare+ to App Store, Apple Music, Apple Arcade, Apple TV, Apple Sports, Apple Fitness+, Apple News+, Apple Books, and Apple Podcasts, our work touches the full spectrum of services that enrich how people connect, create, and enjoy content.
As a Readiness Program Manager on our support engineering team, you'll drive support engineering progress for Apple Services and AppleCare Agreements. This role combines strategic thinking with hands-on program managementyou'll coordinate cross-functional teams, design support solutions, and measure success to continuously improve the customer experience.
Influence product direction by contributing customer support perspectives and leading project scope across teams
Lead commerce-related discussions and drive decisions that impact customer purchase experiences
Analyze customer and product support scenarios to design effective support solutions and workflows
Design and implement support mitigation strategies, including self-solve tools and automation that empower customers
Establish metrics and analyze data to measure product quality and launch success
Bachelor's degree in a technical field or equivalent professional experience
~4+ years of technical program management or project management experience
~ Demonstrated knowledge of customer support operations and best practices
~ Experience working independently on time-sensitive deliverables and managing competing priorities
~ Experience testing and troubleshooting commerce purchase flows and digital service platforms
~ Hands-on experience with Apple Services such as App Store, AppleCare One, AppleCare+, or similar consumer digital services
~ Masters degree or project management certifications are a plus
Experience identifying, documenting, and tracking software issues and enhancement requests through bug tracking systems
Proficiency with collaboration and project management tools such as Keynote, Quip, Wrike, or similar platforms
Track record of handling confidential information and managing pre-launch disclosures appropriately
Experience with Agile methodologies and iterative project management approaches
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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.
Apple accepts applications to this posting on an ongoing basis.