AppleCare Agreements Readiness Engineering Program Manager

AppleCare Agreements Readiness Engineering Program Manager San Francisco Bay Area, California, United States Support and Service Great support doesn't just fix issues—it 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. This is your chance to leave your mark on products that have become part of daily life for millions of people around the world. 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. Description As a Readiness Program Manager on our support engineering team, you'll drive support engineering progress for Apple Services and AppleCare Agreements. You'll ensure stakeholders are informed and prepared for launches, write support and tooling requirements, and influence product direction through deep subject matter expertise. This role combines strategic thinking with hands‑on program management—you'll coordinate cross‑functional teams, design support solutions, and measure success to continuously improve the customer experience. Responsibilities * Partner with internal teams and external partners to ensure timely disclosure and readiness for planned service launches * Define support and tooling requirements for upcoming Apple Services features and enhancements * 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 * Coordinate launch activities across multiple teams to ensure seamless go‑to‑market execution * 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 Minimum Qualifications * Bachelor's degree in a technical field or equivalent professional experience * 5+ years of applicable professional experience * 4+ years of technical program management or project management experience * Demonstrated knowledge of customer support operations and best practices * Ability to influence cross‑functional teams and negotiate priorities without direct authority * Experience working independently on time‑sensitive deliverables and managing competing priorities * Strong analytical, problem‑solving, and critical thinking skills with meticulous attention to detail * 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 * Effective presentation skills, experienced presenting to all organizational levels, from individual contributors to executives, able to adapt communication style to meet audience Preferred Qualifications * 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 using AI/ML tools to scale processes and improve efficiency * Familiarity with enterprise tools like Radar, Confluence, and Slack * Ability to facilitate cross‑functional discussions and drive consensus among diverse stakeholders * Exceptional written and verbal communication skills, able to explain technical and e‑commerce concepts to varied audiences * Confident presentation skills when engaging with all organizational levels, from individual contributors to executives * Experience with Agile methodologies and iterative project management approaches Pay & Benefits At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $141,800 and $258,600, and your base pay will depend on your skills, qualifications, experience, and location. 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. You'll also receive benefits including: 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. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. 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. Learn more about your EEO rights as an applicant. Apple accepts applications to this posting on an ongoing basis. #J-18808-Ljbffr