iCloud Support Engineering Readiness Project Manager

Sunnyvale, California, United States

Summary

Posted: Sep 5, 2024

The people here at Apple don’t just craft products – they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it! AppleCare Engineering is looking for an extraordinary person to provide project management and technical support for consumer and professional applications. This individual will exemplify AppleCare’s expert technical support paired with outstanding customer service for Apple’s software apps. This person is a problem solver, who understands the big picture for Apple in terms of customer experience, can take charge, handle simultaneous projects, and works well in a team environment. This person represents AppleCare as the liaison between Apple’s contact centers, Engineering, Product Marketing, and Operations in order to provide the best possible customer support experience.

Description

An AppleCare Engineering Readiness Project Manager is responsible for overseeing product delivery from a support perspective in the iCloud and Apple ID space. In this role, you will lead the release of unreleased products and services, identifying issues our customers commonly experience and implementing corrective or preventative actions. A successful Readiness Project Manager builds solutions so customers rarely need to contact Apple for help, and if so, believe their time is well spent. Product areas of responsibility may include features related to iCloud, Apple ID (including Find My, iMessage, FaceTime). In this role, you will: Forge strong cross-functional relationships across Apple to identify potential new/upcoming products and services being delivered in the iCloud and Apple ID space. Once identified, work to communicate to cross-functional stakeholders with release deliverables. Lead projects to prepare internal and public-facing materials crafted to cover all channels of support for customers, Apple Support / Apple Retail / digital presence, so customers can solve issues without assistance. Work with development teams at Apple to change product behaviors and improve the user experience by using insights from historical customer feedback, usage data, personal observations, and PR / social media impact. Design features supporting upcoming releases in our internal tools to provide customer support at scale. Utilize engineering, operations, and other business insights to estimate and influence the expected cost for product support strategies. Coordinate among various support organizations to respond to issues discovered after products are released, and deliver solutions to customers which lead to satisfactory outcomes. At product launch, ensure a successful transition to Support Engineering Response DRI for the ongoing support of the product/feature. Help champion and manage disclosure for upcoming projects for various cross-functional partners. Establish a deep technical understanding of upcoming features, and ensure all appropriate information is shared/communicated with other key stakeholders across the organization.

Minimum Qualifications

Minimum 5 years experience in technical support or related area

Key Qualifications

2+ years experience in project management/coordination preferred
Excellent communication and presentation skills, written and verbal, to all levels of an organization
Strong quantitative and qualitative analytical skills
Leadership and influence: A passion for inspiring, motivating, and influencing others in the quest to achieve mutual goals
Creativity, curiosity, and drive: Consistently thinks out of the box to increase efficiency and frequency of achieving your goals, and in overcoming challenges and hurdles
Ability to self-manage, and drive multiple projects at the same time, often with different release timings
Strong organization skills and attention to detail
Understands and deals well with rapid development cycles; remains effective in the face of uncertainty and able to compromise when possible
Able to adapt new information to the existing domain of expertise, and to act quickly on deliverables.
Sound technical knowledge that enables you to understand and foresee issues and challenges in new products
Excels at building and maintaining relationships with different audiences

Education & Experience

BS degree in an engineering subject area or equivalent experience

Additional Requirements

Technical proficiency with Apple’s software and services a plus
Familiarity with Wrike or similar project management tools a plus
Experience with consumer cloud services a plus (Google Workspace, Microsoft OneDrive Personal Cloud, etc.)

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 $136,300 and $248,700, 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.