Manager, Customer Support Apps

Summary Posted: Jan 2, 2024 Role Number: 200531568 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! Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have imagined and now can’t imagine living without. If you’re excited by the idea of making a real impact and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job… just be prepared to dream big. AppleCare Digital Support is here to support Apple customers by designing and building world class customers support experiences. AppleCare Digital is seeking a manager to lead a tenured team focused on bringing innovative new features to two of the most impactful support properties, the Apple Support iOS app and ‘Get Support’ on the Apple Support web site. These apps help guide customers from all over the world to the best support solutions for their Apple products & services. Using these apps, customers can find answers from a vast knowledge base of content tailored to their questions. They can chat, email, or arrange a call with an AppleCare Advisor right away, or schedule a callback when it’s convenient. Customers can arrange to get a repair at an Apple Store (Genius Bar) or a nearby Apple Authorized Service Provider. This leadership position is responsible for building and driving a vision of impactful support experiences that are tailored to the unique capabilities of iOS and the web, powered by shared services, and deliver compelling and relevant support solutions to help Apple customers. Are you a natural leader of people? Do you inspire your teams with creative thinking? Are you passionate about your customers? In this role, you will inspire and lead a team of Product Owners each leading track teams passionate about new features that will help millions of Apple customers globally. All qualified candidates are encouraged to submit a resume, even if each item listed below isn’t met. Key Qualifications Key Qualifications Proven leadership skills and experience motivating and leading global cross-functional teams Past experience leading Agile/Scrum software development projects, particularly in the role of Product Owner 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 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, able 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: - Help your team identify customer needs and define a strategy for optimizing end-to-end customer journeys, aligning with Apple’s quality standards - Lead, mentor, and inspire a team of Product Managers to ensure they are successful in their roles - Come up with new ideas and solutions that are both technically feasible and financially viable within realistic timeframes - Break down vision and strategy into realistic timelines with iterative milestones, adjusting for problems and roadblocks - Plan and implement data-gathering & feedback strategies to monitor and measure how applications are meeting customer and business needs - Rely on data analysis and empirical information to support conclusions and make decisions - Understand emerging technologies that may impact product roadmaps and enable new features - Represent customer perspective across entire digital support journey, and be able to advocate for changes needed across various systems and teams in order to deliver detailed end-to-end experiences - Consider the needs of Apple’s global customer base, including cultural and regional differences, to ensure scalability, performance, and market reach of our support offerings Education & Experience Education & Experience Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience MBA, preferred 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 $192,700 and $289,800, 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.