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 Support Engineering Project Manager - Austin, Texas, 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: Computers - Programming Languages
Computers - Other
Computers - Platforms
Computers - Software Engineer
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: 200314114 / Latpro-3845052 
Date posted: Dec-01-2021
State, Zip: Texas, 78729


Support Engineering Project Manager

Austin , Texas , United States

Support and Service


Posted: Dec 1, 2021

Role Number: 200314114

AppleCare Support Engineering is a fast-paced, dynamic organization that is responsible for partnering with Apple Engineering and the Contact Center to bring remarkable support strategies to life. This organization is responsible for understanding the "why" of every Customers contact and ensuring that their experience is world-class. Product Readiness, Response, and Tier 3/Tier 4 level Technical Support are all part of this vast organization. This position will be located on-site in Austin, Texas.

Key Qualifications

  • 5+ years of overall experience working in the field of Project Management. Preference is a PMP certified Project Manager with a solid technical background and extensive experience as a Software Technical PM.
  • Strong verbal and written communication skills and the ability to coordinate between multiple technical and business teams.
  • Excellent presentation skills that demonstrate the ability to tailor a message to an audience and can create presentations that communicate messages succinctly and effectively.
  • Experience in facilitation across multiple business organizations with the ability to drive consensus through collaboration and negotiation.
  • Contributions in this role span from Executive level communications to individual contributor assignments. The ideal candidate will have demonstrated the ability to work with Sr. Management as well as the capacity to roll up their sleeves to get work done.
  • Must be self-driven, highly motivated, innovative, and have a consistent record of running multiple initiatives simultaneously.
  • Strong business insight and customer focus; a data-driven, analytical thinker who exhibits the flexibility to adjust to and accommodate evolving business needs.
  • Leading front end internal tool improvements and backend systems integrations to deliver seamlessly implemented, high quality solutions tailored to unique business requirements.
  • Creating new workflow enhancements across dynamic tool sets to support evolving business needs and direction.
  • Leading, and when called upon, supporting large and medium software projects across integrated tool sets, diverse lines of business and mutually exclusive stakeholder groups.
  • Coordinating testing and sustaining activities by providing direction and support to the Business Testing Team while supporting and partnering with the Production Sustaining Lead.
  • Leading smaller initiatives run through the Business Intelligence teams and facilitating business process re-engineering initiatives, as necessary.
  • Facilitating project meetings and workshops, contributing to monthly and quarterly PMO program updates.


We are looking for an experienced, technically savvy Project Manager who is capable of managing multiple initiatives of varying scale, complexity, and focus. You will partner directly with the AppleCare Support Engineering organizations to manage initiatives that drive organizational objectives, as well as work cross-functionally other LOBs to deliver a broad range of deliverables in various roles. You will have significant project management experience, a solid technical background and enjoy partnering with others to solve challenging business problems. This job spans multiple lines of business and includes tactically managing project deliverables while simultaneously aligning initiatives to a strategic roadmap. It is challenging and will require someone who will be equally comfortable being in the details while simultaneously traversing various levels of management and engagement. For the right candidate, it can be immensely rewarding.

Education & Experience

Undergraduate degree - BA or BS or equivalent experience Masters degree preferred


See job description


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