AppleCare Hardware Program Manager

Cupertino, CA 95014
  • Job Code
    200216714
Summary

Summary

Posted: Jun 2, 2021

Weekly Hours: 40

Role Number:200216714

AppleCare is Apple's premier Service and Support organization providing exceptional technical support and produc...Summary

Summary

Posted: Jun 2, 2021

Weekly Hours: 40

Role Number:200216714

AppleCare is Apple's premier Service and Support organization providing exceptional technical support and product service to our global customer base. Join Apple and help us leave the world better than we found it!

In this role, you will manage 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-focused; excels in program management; communicates with ease across all audiences; thrives in an ambiguous environment; is adept at facilitating actions and resolving conflicts; and manages through relationships and influence.

This is your chance to help lead cross functional teams delivering high-quality products in a timely manner. The successful candidate thrives in a dynamic, collaborative environment. Developing and fostering partnerships with the cross-functional teams is key to long-term success. You are a hands-on, pro-active, self-motivated program manager with strong initiative and a desire to succeed in a challenging environment.

Key Qualifications

  • 5 -10 years of industry work experience as a project/program manager in 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.
  • Comfortable working in a fast-paced, collaborative environment
  • Effective at presenting at all levels within the company; ability to flex style effectively for junior individual contributors and for senior executives

Description

Primary representative of AppleCare with Apple's product team; own overall strategy and program management for AppleCare product service & customer support. Partner with cross-functional engineering and product teams to drive program delivery to improve Apple's product quality and AppleCare's operational excellence. Additional responsibilities include:
- Develop and present compelling business cases and implement solutions that improve quality, cost, and customer experience.
- Understand key cost drivers and recommend options between competing strategies based on sound cost/benefit analysis and feasibility. Utilize business and supply chain knowledge to analyze competing options.
- Lead AppleCare cross functional teams to prepare, 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 cost; utilize engineering and operations insights to estimate and influence expected cost for product service strategies.
- Oversee program management for AppleCare Quality and Sustaining for Wearables hardware; ensure data driven strategies to reduce service where no hardware issue is found; working with AppleCare engineering, operations, and channels teams, lead internal teams to prevent warranty abuse.

Education & Experience

BS or MS degree in engineering is required with 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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