Digital Readiness Program Manager

4 weeks ago

Austin, Texas, United States Apple Full time

Job Summary

The AppleCare Digital Readiness & Response Program Manager 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. This role will be the primary representative of AppleCare Digital for cross-functional updates on status, strategy and issue resolution. The successful candidate will ensure all aspects of a product launch for AppleCare Digital are delivered in a timely and quality manner grounded in the customer journey.

Key Responsibilities

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.

Requirements

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.

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.

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.

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.

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 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.

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.

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more.

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