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 AppleCare Product Readiness PM - 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: Project Manager
 
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: 200189287 / Latpro-3753954 
Date posted: Sep-11-2020
State, Zip: California, 95014

Description

AppleCare Product Readiness PM

Santa Clara Valley (Cupertino) , California , United States

Software and Services

Summary

Posted: Sep 10, 2020

Weekly Hours: 40

Role Number: 200189287

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 supports 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. AppleCare Engineering, Software & Services, is a team that acts as the voice of Apple's customers and worldwide contact centers to groups within Apple to improve product quality and usability. Our group is responsible for Apple OS platforms (iOS, macOS, tvOS, watchOS), services (iCloud, Apple ID, Apple Pay, Consumer and Pro Apps), and Apple Media Products (AMP) (App Store, Apple Music, Apple Books, Apple TV, etc) support and is looking for an extraordinary person to provide new product support readiness and project management. We are the conduit between Apple's customers and products. We work to impact the quality of Apple's Media products (Apps, Music, Video, Books) by discovering issues and to provide fast resolution. You will work with Engineering, Product Marketing, Legal, Operations, and others to prepare for and deliver the best possible customer support experience by utilizing your technical expertise and problem solving skills.

Key Qualifications

  • Minimum of 3-5 years of related experience in technical area
  • Successful track record handling multiple projects and deadlines
  • Knowledge of iOS, macOS, watchOS, tvOS and Windows/Android operating systems
  • High energy with ability to prioritize multiple priorities in a fast-paced environment
  • Strong problem-solving skills
  • Solid track record of project management
  • Ability to translate technical topics into customer-facing content
  • Outstanding communication and presentation skills, written and verbal, to all levels of an organization
  • Excellent verbal and written proficiency in English
  • PMI or similar project management certification strongly preferred
  • Familiarity with Apple apps

Description

An AppleCare Support Engineering New Product Introduction (NPI) Project Manager is a technically savvy individual and also a customer advocate. Natural leader who understands the big picture for Apple in terms of customer support. Help the AppleCare support prepare for upcoming product and service launches. In this role, you will focus on readiness activities for AppleCare to provide the most effective customer support experience. Cover the gamut of Apple Media Products and Services, including App Store, Apple Music, TV & Video, etc. Collaborate extensively with cross-functional teams like AMP Operations, Store Engineering, Technical Support teams, Marketing, Contact Center Operations, and Online teams. Responsibilities May Include: Engineering Collaboration: Represent Customers and AppleCare in NPI Engineering/Readiness meetings, bring current customer issues to Engineering, Marketing and all supporting teams. Represent AppleCare as the voice of the customer for Apple Media Products support to enable fast insight and resolution. Drive and lead AppleCare teams with support NPI projects and deliverables. Product Support: Drive mid-cycle deep dive analysis on sustaining issues by collaborating with analytics team. Provide regular reporting and presentation of data to exec levels (ie. Monthly, Quarterly and Regional reporting, Reporting to Finance). Collaborate with other Analytics teams to develop reporting to communicate contact driver summaries and escalation/issue resolution information. Drive improvements to customer support tools, incorporate feature improvements, streamline workflows, and identify scalable solutions. Build and maintain an industry wide expertise of products and technologies in assigned areas. Provide global NPI support evaluate success of product releases via support metrics and present findings/reporting to management. Cross-Functional Leadership: Work with AppleCare and Engineering teams to ensure that issues found in previous product releases have been addressed in newer versions. Coordinate, prepare, and review technical knowledge base articles and operational procedure documentation for both end users and internal support personnel. Provide direction, goals, objectives and priorities for AppleCare functions throughout the new product development cycle. Conduct seminars utilizing specific areas of technical expertise to improve the skills of other AppleCare Engineering and Contact Center personnel.

Education & Experience

Bachelors degree in Engineering, Finance, or Economics with equivalent experience

Additional Requirements

  • Fluency in multiple languages





Requirements

See job description

 

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