Support Experience Program Manager, Apple Care

$111,400 - $209,900/Yr

Apple - Sunnyvale, CA

Full-time - Mid Level

Sunnyvale, CA

Computer and Electronic Product Manufacturing

About the position

The Support Experience Program Manager at Apple plays a crucial role in influencing the worldwide Apple Support strategy by managing relationships and initiatives between the AppleCare Contact Center and various AppleCare divisions. This position requires flexibility and adaptability to lead fast-paced, business-critical projects while also being creative and structured to implement long-term solutions that enhance customer experiences.

Responsibilities

• Develop project plans that include objectives, deliverables, timelines, risk management strategies, and resource impacts.
• Consistently provide clear and simple written communication updates tailored for multiple audiences.
• Build and deliver compelling presentations with a clear narrative.
• Analyze data and feedback to identify clear problem statements.
• Work through ambiguity to generate consensus with partner teams.
• Collaborate across organizations to design and implement solutions.
• Deliver changes or new features that improve KPIs.

Requirements

• 3+ years experience managing multiple simultaneous projects or programs, including large, cross-functional initiatives.
• Bachelor's degree strongly preferred, will consider equivalent experience.
• PMI, Six Sigma, or similar project management certification is a plus.

Nice-to-haves

• Knowledge of the Apple customer experience across all channels including Get Support, the Apple Support app, Apple Authorized Service Providers, and Apple Retail Stores.
• Willingness to stay curious and follow data to uncover a true root cause.
• An effective communicator and engaging presenter who can influence multiple audiences from project teams to senior leaders.
• Passion for delivering outstanding customer experiences.
• Ability to build and foster relationships within cross-functional teams.
• Highly organized with a keen attention to detail.
• Proficient knowledge of the system development lifecycle, including writing business requirements and user stories.
• Facilitate engaging discussions that generate ideas in a workshop setting.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Discretionary bonuses or commission payments may be available.
• Relocation assistance may be provided.