AppleCare Hardware Program Manager

Summary Posted: Nov 13, 2023 Weekly Hours: 40 Role Number: 200517812 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. 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 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 facilitator; 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. Key Qualifications Key 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 Description Description Specific Responsibilities: Overall strategy and program management for AppleCare product service & customer support Work 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. Develop and present compelling business cases and implement solutions that improve quality, cost, and customer experience. Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis. Use business and supply chain knowledge to analyze competing options. Core responsibilities 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 opposing strategies based on effective cost/benefit analysis and feasibility. Coordinate program management for AppleCare Quality and Sustaining for hardware products; Ensure 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. Education & Experience Education & Experience BS or MS degree in engineering is required with MBA is preferred. Equivalent experience is acceptable Additional Requirements Additional Requirements Pay & Benefits 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 $132,300 and $199,500, 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. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.