AppleCare Hardware Program Manager
Location
Cupertino, CA | United States
Job description
AppleCare is Apple’s premier Service and Support organization providing award winning technical support and product service to our global customer base.
The Hardware program manager is responsible for managing business and technical strategy and readiness for AppleCare. A successful program manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in program 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.
This is your chance to help lead cross functional teams that has proven itself by delivering high-quality products in a timely manner. The successful candidate will be comfortable working in a fast-paced, collaborative environment. Developing and encouraging partnerships with the cross-functional teams is key to long-term success. The person filling this position must be a hands-on, pro-active, self-motivated program manager with strong initiative and a desire to succeed in a challenging environment.
Key Qualifications
- 5 -10 years of industry work experience as a project／program manager in any one or more of the following areas: New Products, Supply Chain Management (Service/Operations), Customer Support, Development or Service/Operations Engineering.
- Ability to effectively work with cross functional teams to understand requirements and identify design and engineering impacts.
- Comfortable working in a fast-paced, collaborative environment
Description
Overall strategy and program management for AppleCare product service & customer support
Works with cross-functional engineering and product teams to drive program delivery to improve Apple’s product quality and AppleCare’s operational excellence
Primary representative of AppleCare (service & customer support) with Apple’s product team.
Lead and manage cross functional teams.
Be effective at presenting to all levels within the company. Have ability to flex style effectively for junior individual contributors and for senior executives.
Develops and presents compelling business cases and implements solutions that improve quality, cost, and customer experience.
Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis. Uses business and supply chain knowledge to analyze competing options.
Lead AppleCare cross function teams to prepare and implement and improve product service; ensure high quality on time delivery for all aspects of product service & support including product repair strategy, diagnostic and troubleshooting development, supply chain readiness, parts and systems setup, and communications
Manage service and support cost; Use engineering and operations insights to estimate and influence expected cost for product service strategies. Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis and feasibility.
Coordinates program management for AppleCare Quality and Sustaining for hardware products; Ensures data driven strategies to reduce service where no hardware issue is found; Lead cross functional teams for prevention of warranty abuse working with AppleCare engineering, operations, and channels teams.
Education & Experience
BS or MS degree in engineering is required with MBA is preferred. Equivalent experience is acceptable
Additional Requirements
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $160,700.00 and $241,500.00, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Overall strategy and program management for AppleCare product service & customer support
Works with cross-functional engineering and product teams to drive program delivery to improve Apple’s product quality and AppleCare’s operational excellence
Primary representative of AppleCare (service & customer support) with Apple’s product team.
Lead and manage cross functional teams.
Be effective at presenting to all levels within the company. Have ability to flex style effectively for junior individual contributors and for senior executives.
Develops and presents compelling business cases and implements solutions that improve quality, cost, and customer experience.
Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis. Uses business and supply chain knowledge to analyze competing options.
Lead AppleCare cross function teams to prepare and implement and improve product service; ensure high quality on time delivery for all aspects of product service & support including product repair strategy, diagnostic and troubleshooting development, supply chain readiness, parts and systems setup, and communications
Manage service and support cost; Use engineering and operations insights to estimate and influence expected cost for product service strategies. Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis and feasibility.
Coordinates program management for AppleCare Quality and Sustaining for hardware products; Ensures data driven strategies to reduce service where no hardware issue is found; Lead cross functional teams for prevention of warranty abuse working with AppleCare engineering, operations, and channels teams. BS or MS degree in engineering is required with MBA is preferred. Equivalent experience is acceptable
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