AppleCare Service - Hardware Product Line Manager

Cupertino, CA
  • Job Code


Posted: Jul 24, 2019

Weekly Hours: 40

Role Number: 200081211

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

As the AppleCare Service Hardware Product Line Manager you are responsible for managing all aspects of the Hardware Product Line from product introduction to end-of-life. This role is highly complex in that it requires a strong blend of both technical knowledge and business acumen covering a wide variety of product deliverables spanning across all of Apple's wearable product lines. You are a natural leader and facilitator; driven, organized and detail oriented. You excel at drilling into the details and are well versed in program/project management; can communicate 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

  • 10 -15 years of industry work experience as a project/program manager in any one or more of the following areas: New Products, Program Management, Development or Service/Operations Engineering, Supply Chain Management (Service/Operations), and/or Customer Support
  • Experienced leader with extensive management experience in running a large, diverse organization that interacts in a highly cross functional setting
  • Excellent presentation, written and verbal communication skills, with demonstrated experience presenting at all levels, individual contributors to senior executives
  • Self-starter with an analytical orientation, strategic vision, and strong executional track record


In this role you will lead a team of Program Managers and Field Quality Engineers within the WW AppleCare Services - New Product Readiness organization with deliverables spanning across Watch, Apple Audio, Beats, and soft goods. The team's deliverables can span from New Product launches, sustaining activities, service strategy, supply chain, costs, field quality, regulatory/compliance adherence, roll-out of technical/business/quality solutions to the field, Repair Extension and Safety Programs, investigations into new regions with the ultimate goal of rolling out service solutions to our customers in these new markets, etc.
- Overall responsibility to ensure all aspects of program launches for AppleCare product service and customer support are delivered in a timely manner
- Primary representative of AppleCare (service and customer support) outside of AppleCare teams for various product lines
- Partners and influences Engineering, Operations, Marketing and Legal to realize opportunities and achieve successful implementations in the areas of product design, distribution methods, channel selection and communication strategy
- Ability to present AppleCare program features, supply chain initiatives, materials/warranty return strategy and costs in a clear and concise manner to the most senior levels of inside and outside of AppleCare
- Lead and manage cross functional teams to complete specified actions
- Provide actionable feedback and field data to various teams for the ongoing improvement of products
- Ability to convert engineering solutions into executable project plans
- Develops and presents compelling business cases and implements solutions that improve quality and cost
- Develops and implements optimized service supply chain models for various products. Uses business and supply chain knowledge to analyze competing options.
- Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis
- Evaluate field data and recommend & execute quality programs in support of our customers

Education & Experience

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

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AppleCare Service - Hardware Product Line Manager

Apple, Inc.
Cupertino, CA

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