AppleCare is Apple’s premier Service and Support organization providing award-winning technical support and product service to our global customer base.
AppleCare Diagnostics Project Managers are responsible for managing software project priorities and any ad-hoc projects which can be either business or technical in nature spanning all of Apple’s product lines. A successful Project Manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in program/project 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.
5 -10 years of industry work experience as a project/program manager in any one or more of the following areas: New Product Introductions, Product Development, Software development, Customer Support, Software Quality or Service/Operations Engineering.
Experience with development, testing, and deployment of diagnostic software for consumer electronics products.
Software coding experience, as this role is focused on directing, organizing, and prioritizing the work of a software development team.
Description
You will lead a number of cross-functional efforts within WW AppleCare. Projects may include diagnostic effectiveness analysis, AppleCare costs, field regulatory/compliance adherence, and roll-out of technical (or quality) solutions to the field.
Specific Responsibilities:
Overall responsibility to ensure all aspects of program launches for AppleCare product service & customer support are delivered on a timely manner.
Primary representative of AppleCare (service & 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 diagnostic software features, release roadmap, 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.
Be effective at presenting at all levels within the company. This spans interacting with individual contributors to senior executives.
Provide actionable feedback and field data to various teams for the ongoing improvement of product performance in the field.
Ability to convert engineering solutions into executable project plans.
Develop and present compelling business cases and implement solutions that improve quality and cost.
Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis.
Evaluate field data and recommend & execute quality programs in support of our customers.
Education
BS or MS degree in engineering is required with MBA is preferred. Equivalent experience is acceptable
Additional Requirements
- Point of Contact for regional product launches
- Understand the country level time to market and localized requirements
- Work collaboratively with subject matter experts and cross functional teams to ensure continuity of service in countries and to meet launch deadlines
- Close collaboration with IT, Mac OS, and iOS readiness counterparts
- Prioritize and line up resources to ensure continuity of service in countries and to meet launch deadlines
- Develop contingency plans as needed to meet product launch objectives
- Be the regional representative and voice within the WW AC Readiness Community
- Propose and recommend service strategies and obtain management approval
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