AppleCare Hardware Program Manager
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.
Description
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 fostering 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. 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. Oversees 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.","responsibilities":"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 at 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
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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
Preferred Qualifications
MBA preferred
Minimum 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.
Excellent critical thinking skills
Ability to effectively work with cross functional teams to understand requirements and identify design and engineering impacts.
Must be comfortable working in a fast-paced, collaborative environment
BS or MS degree in engineering
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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