Engineering Project Manager - AppleCare Engineering iCloud/Apple ID

Austin, TX 78701
  • Job Code
    200269182
Summary

Summary

Posted: Aug 9, 2021

Weekly Hours: 40

Role Number:200269182

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

Summary

Posted: Aug 9, 2021

Weekly Hours: 40

Role Number:200269182

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.

At Apple, we want to make phenomenal products that enrich our customer's lives! Do you want to impact billions of users by developing an extraordinary product support with a prime focus on accuracy, understandability and performance of the product? AppleCare Engineering is looking for a self-motivated project manager to join this mission. You'll combine thoughtful customer insights and personal experience to drive critical global Apple Support tools for new and existing Apple products. You will work together with cross-functional partners from Internet Services, Software Engineering, product marketing, legal, privacy, operations, localization, accessibility, product design to create customer support experiences that are the best in the world. This role requires an energetic and motivated individual with strong communication, organization, and technical skills who work well in a fast-paced dynamic environment.

This role can be located in Austin, TX, Raleigh, NC, or Elk Grove, CA.

Key Qualifications

  • Project management is a field that has many different paths to success. We have found there are many ways to be successful as a project manager at Apple, but the candidates who succeed tend to have the following traits in common:
  • Leadership: A passion for inspiring, motivating, and influencing others to achieve mutual goals.
  • Creativity and Drive: Consistently thinking out-of-the-box to reach goals, overcome challenges/hurdles, and improve processes. Being curious about exploring new ideas and approaches.
  • Effective Communications Skills: The ability to filter and distill relevant information, adapting communication style in writing or when presenting to different audiences and individuals.
  • Flexibility: Understanding and dealing well with rapid development cycles and regularly changing/evolving environment; remaining calm in the face of uncertainty and able to negotiate compromise.
  • Detail-Oriented: Able to apply innovative and critical thinking capabilities with excellent attention to detail across projects.
  • Technical Aptitude: Ability to understand and summarize themes from multiple information sources, recognizing and surfacing risks and dependencies.
  • Social: Enjoys building and managing relationships with various kinds of people. Excited by the prospect of highly-collaborative work on a high-performing team.
  • Experience with customer support and contact center operations.

Description

As Project Manager on our team, you will have the following key

RESPONSIBILITIES:

- Partnering with tool specialists and cross-functional team members to understand, identify, and assess why customers might need support and how best to meet those needs.
- Scoping and prioritizing by active tracking, scheduling, and following-up on identified issues, as well as various improvement & scalability projects, for multiple release streams.
- Forging strong cross-functional relationships across Apple in order to identify potential new product impact on the AppleCare business, and develop & drive new product mitigation strategies for AppleCare.
- Conducting weekly cross-functional, issues screening, and other meetings for actively supervising and scheduling projects & issues for specific releases.
- Continually assessing adherence to and efficiency of all processes, pro-actively proposing new workflows and implementing changes to streamline or polish existing processes.
- Maintaining release hygiene by conducting periodic reviews on blocked, backlogged, or future enhancements to ensure progress towards functionality committed to upcoming landmarks.
- Utilizing engineering, operations, and AppleCare insights to estimate and influence expected cost for product support strategies for designing tools and systems to provide customer support at scale.
- Working with other teams at Apple to change product behaviors or documentation to improve the user experience, using customer feedback, data, and personal observations.

Education & Experience

Bachelor's degree or equivalent related work experience

Additional Requirements

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Engineering Project Manager - AppleCare Engineering iCloud/Apple ID

Apple, Inc.
Austin, TX 78701

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