AppleCare Enterprise and Education Readiness Project Manager
AppleCare Engineering is the voice of the customer, driving customer issues to resolution. The AppleCare Engineering Enterprise and Education team prepares worldwide AppleCare teams to support new products and programs used by customers in business, education and government, and drives feedback from these customers into the product development cycle.
Description
We are looking for an extraordinary person to provide new product support readiness and project management for Apple's business and educations deployment programs. We are the bridge between Apple's customers and products, impacting the quality of Apple's products by leading AppleCare teams and identifying customer issues to provide fast resolution. In this role you will create scalable and innovative customer experiences, and implement customer support strategies. You will be responsible for understanding product features and user experiences, the prediction of support contact drivers as well as the development and execution of action plans that define support processes and policies.
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Collaboration: Represent AppleCare and customers, sharing customer support insights with engineering, marketing and other partners to improve product reliability and supportability.
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Project Management: Lead AppleCare teams to support new products. Provide direction, information, and priorities for AppleCare teams throughout the new product development cycle. Lead meetings and maintain documentation to communicate project status. Coordinate development of technical documentation and operational procedures for both end users and internal support personnel. Ensure systems and tools are ready for new products.
Product Support: Work with support and analysis teams to identify and track top issues affecting enterprise and education customers. Generate impact assessments to prioritize top issues. Use impact assessments and reporting resources to influence engineering and marketing to help deliver fixes in a timely manner.
Technology: Develop and maintain an industry wide expertise of products and technologies in assigned areas.
Innovation: Drive improvements to customer support tools, incorporate feature improvements, streamline workflows, and identify scalable solutions.
Time: Flexible in schedule, to accommodate business critical meetings, including early morning, evenings, or weekends based on business needs. Occasional travel may be required
Preferred Qualifications
Consistent track record of project management, successful track record with managing multiple projects and meeting deadlines, project goals
Comfortable working with Project Managers across Apple
Outstanding communication and presentation skills, written and verbal, to all levels of an organization
Ability to learn new technologies quickly and adapt to new product ecosystems
Knowledge of AppleCare operations and processes
Extensive experience in the customer services industry
Minimum Qualifications
BS/BA degree with 5 years of applicable professional experience
3-5 years of related experience supporting Enterprise and Education deployments
Experience supporting Apple's Enterprise and/or Education customers utilizing Apple Business Manager or Apple School Manager
Experience support the management of fleets of iOS and/or MacOS devices and Mobile Device Management tools used to manage such fleets
Strong work ethic, high energy and able to juggle multiple priorities, ability to deliver assigned work on time
Superb organizational, documentation and time management skills
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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. Learn more about your EEO rights as an applicant .
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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