Summary Posted: Dec 12, 2023 Role Number: 200527530 Imagine what you could do here! At Apple, new insights 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 can be accomplished!
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. We believe each customer interaction is an opportunity to delight, engage and inspire. By focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!
AppleCare Digital has an opening for a driven leader to lead a highly successful team responsible for a suite of customer-facing websites, apps, and services that provide support for millions of Apple customers every day. In this role you will be responsible for leading a product management team that partners with designers, software developers, data scientists and partners to iterate on a suite of websites and apps that deliver support for all Apple devices, services and software. The scope of the team includes being responsible for several business critical applications, including the Apple Support app for iOS and iPadOS, the 'Get Support' web app (getsupport.apple.com (http://getsupport.apple.com/)), and automated conversational support via the Messages app, all of which serve millions of Apple customers worldwide. This position requires leadership, creativity, an open mind, and the ability to collaborate cross-culturally with a diverse set of team members. Key Qualifications Key Qualifications Experience managing a team of Product Managers with shown success establishing a collaborative team culture through active mentoring and leading by example Solid understanding of web and iOS app development fundamentals Up-to-date on the latest user interface (UI/UX) design principles and standard processes Ability to zoom in to be hands-on with product management responsibilities when needed, and zoom out to craft and articulate a multi-year platform vision tied to customer & business goals Past experience leading Agile/Scrum software development projects, particularly in the role of Product Owner Experience working on global cross-functional teams Ability to thrive in a fast-paced, dynamic environment Outstanding written and verbal communication skills with ability to present to technical, non-technical, and executive audiences Effective analytical skills with ability to use data to tell a story, drive root cause analysis and extract concrete insight Past experience in a customer service/support role is desired Description Description In the role, you will:
- Develop strategies and overall direction for Apple’s support web apps, iOS apps, and conversational support channels based on industry analysis, customer feedback and business objectives
- Understand how emerging technologies and trends may impact product roadmaps
- Lead, coach, and inspire a team of Managers, Product Managers, Business System Analysts, & Solution Architects to ensure they are successful in their roles
- Oversee the product & software development lifecycles from initial ideation to launch, and ongoing sustaining operations post-release
- Ensure projects and features are released on time, within scope/budget and meet Apple’s business objectives
- Help drive software development efforts by conveying a compelling vision to the team, prioritizing product backlog, participating in technical discussions and evaluating trade-offs based on technical constraints
- Work closely with designers to create user experiences that are intuitive, easy to use, visually appealing and also achieve business goals
- Plan and implement data-gathering & feedback strategies to monitor critical metrics and measure how applications are meeting customer and business needs
- Encourage the team to come up with new ideas and solutions that are both technically feasible and financially viable within realistic timeframes
- Analyze user feedback to gain insight into the needs and expectations of customers, find opportunities and areas of improvement, and use that feedback to make data-driven decisions that result in a better customer experience
- Consider the needs of Apple’s global customer base, including cultural and regional differences, to ensure scalability, performance, and market reach of support and content offerings Education & Experience Education & Experience Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience
MBA, preferred Additional Requirements Additional Requirements
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