Summary
Imagine what you could do here at Apple. Innovation 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.

The people here at Apple don't just build products - they craft 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.

At Apple, we make great products which enrich our customer's lives, and AppleCare is looking for a program manager to contribute to this mission. You'll combine thoughtful customer insights and personal experience to prepare AppleCare for new product releases. You will work together with partners from software and firmware engineering, product marketing, legal, and product design to build customer support experiences that are the best in the world.



Description
An AppleCare Engineering New Product Support Project Manager is responsible for overseeing product support for all facets of Apple products. They lead project teams responsible for identifying why customers might need support from AppleCare, and they implement corrective or preventative actions to solve issues which customers commonly experience. A successful New Product Support Project Manager solves problems so customers rarely need to contact AppleCare for help, and if customers do seek help from AppleCare, they believe their time is well spent.

In this role, you will:
- Lead projects to prepare internal and public-facing materials designed to help AppleCare provide support to customers, and to help customers solve issues without assistance.

- Work with other teams at Apple to change product behaviors or documentation to improve the user experience using customer feedback, data, and personal observations.

- Design processes, tools, and systems to provide customer support at scale

- Utilize engineering, operations, and AppleCare insights to estimate and influence expected cost for product support strategies

- Organize AppleCare's various support teams to respond to issues discovered after products are released, and deliver solutions to customers which lead to satisfactory outcomes.

Education & Experience
B.S. in any engineering or other technical field is strongly encouraged for this role.

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