AppleCare Hardware Program Manager

Cupertino, CA 95014
  • Job Code
    200195899
Summary

Summary

Posted: Sep 30, 2020

Weekly Hours: 40

Role Number:200195899

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Sep 30, 2020

Weekly Hours: 40

Role Number:200195899

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.

AppleCare is Apple's premier Service and Support organization providing award winning technical support and product service to our global customer base.

The Hardware program manager is responsible for managing business and technical aspects of the Wearables, Audio, and Home product lines for AppleCare. A successful program manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in program management; communicates with ease at all levels; thrives in an ambiguous environment; is adept at facilitating actions and resolving conflicts; and manages through relationships and influence.

Key Qualifications

  • 5 -10 years of industry work experience as a project/program manager in any one or more of the following areas: New Products, Supply Chain Management (Service/Operations), Customer Support, Development or Service/Operations Engineering
  • Excellent critical thinking skills
  • Ability to effectively work with cross functional teams to understand requirements and identify design and engineering impacts
  • Must be comfortable working in a fast-paced, collaborative environment

Description

Specific

RESPONSIBILITIES:

Overall strategy and program management for AppleCare product service & customer support

Works with cross-functional engineering and product teams to drive program delivery to improve Apple's product quality and AppleCare's operational excellence

Primary representative of AppleCare (service & customer support) with Apple's product team.

Lead and manage cross functional teams.

Be effective at presenting at all levels within the company. Have ability to flex style effectively for junior individual contributors and for senior executives.

Develops and presents compelling business cases and implements solutions that improve quality, cost, and customer experience.

Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis. Uses business and supply chain knowledge to analyze competing options.

This is your chance to help lead cross functional teams that has proven itself by delivering high-quality products in a timely manner. The successful candidate will be comfortable working in a fast-paced, collaborative environment. Developing and fostering partnerships with the cross-functional teams is key to long-term success. The person filling this position must be a hands-on, pro-active, self-motivated program manager with strong initiative and a desire to succeed in a challenging environment.

Core

RESPONSIBILITIES:

Lead AppleCare cross function teams to prepare and implement and improve product service; ensure high quality on time delivery for all aspects of product service & support including product repair strategy, diagnostic and troubleshooting development, supply chain readiness, parts and systems setup, and communications

Manage service and support cost; Use engineering and operations insights to estimate and influence expected cost for product service strategies. Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis and feasibility.

Lead all aspects of program management for AppleCare Quality and Sustaining for Wearables hardware; Ensures data driven strategies to reduce service where no hardware issue is found; Lead cross functional teams for prevention of warranty abuse working with AppleCare engineering, operations, and channels teams.

Education & Experience

BS or MS degree in engineering is required, MBA is preferred. Equivalent experience is acceptable.

Additional Requirements

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AppleCare Hardware Program Manager

Apple, Inc.
Cupertino, CA 95014

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