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 AppleCare Service Channel Manager - Cupertino, California, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Consulting
Management - General
Operations - Logistics
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200187793 / Latpro-3751689 
Date posted: Aug-26-2020
State, Zip: California, 95014


AppleCare Service Channel Manager

Santa Clara Valley (Cupertino) , California , United States

Sales and Business Development


Posted: Aug 26, 2020

Weekly Hours: 40

Role Number: 200187793

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! We believe the people who are crazy enough to think they can change the world are the ones who do. Our team is a community of smart and creative people who work closely with our service partners to achieve our goal to deliver an unparalleled level of service to our customers befitting the best products on earth. The AppleCare Service Channel Manager is the primary interface between AppleCare and external partners who provide mission-critical services for Apple products in businesses and in public and private institutions. In this role you will display the right balance of relationship-building skills with analytical depth to drive operational performance. The ideal candidate is naturally inquisitive and capable of blending a strong eye for business with innovation to solve complex problems and scale solutions. This role requires up to 25% travel

Key Qualifications

  • 5+ years of proven expertise driving performance in a service delivery role
  • 3+ yrs experience in consulting or managing enterprise level services
  • Outstanding analytical skills; adept at distilling meaning and relevance from data
  • Proven ability to build relationships and influence external and internal partners
  • Ability to act with velocity in a constantly evolving and frequently ambiguous environment
  • Experience managing and driving projects from inception to completion in a highly collaborative environment across multiple functional teams
  • Excellent verbal and written communication skills; able to weave common themes into a narrative and clearly articulate the story from beginning to end
  • Experience working in companies delivering large-scale managed IT solutions to public or private institutions
  • Knowledge of forward/reverse logistics operations in a service-based supply chain


Collaborate with market managers and Programs on channel strategy and program standards. Establish and forge deep relationships with sales teams across all markets. Communicate and facilitate understanding of scope of support and partner expectations. In addition, you will: - Own execution of segment strategy, operational excellence of repair provider, and service experience of the end customerEnsure timely response and resolution of customer issues - Deeply integrate with partners to understand capabilities, identify opportunities, and articulate problem statements - Measure partner performance against goals; conduct reviews and align on corrective steps to improve performance - Monitor partner compliance and assess changes to ensure continuous good fit with program - Re-imagine aspects of the customer journey, partner engagement, and service operations - Collaborate with functional teams to bring scalable solutions to business-critical problems - Drive internal meetings to review partner status performance targets - Manage work streams to ensure support & service readiness for new product launches - Collaborate with AppleCare Business Development leads for Education and Enterprise segments to better understand the needs for AppleCare institutional customers

Education & Experience

BA/BS in Business, Engineering, or related analytical field. MBA or advanced degree desirable


See job description


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