Care Agreements Readiness Engineering Program ManagerApple • San Diego, California, United States
Care Agreements Readiness Engineering Program Manager
Apple
- San Diego, California, United States
- San Diego, California, United States
Über
Our AppleCare Support Engineering team serves as the vital bridge between customers and the teams building Apple Services and AppleCare Agreements. We partner closely with Services Engineering, Marketing, and AppleCare teams to ensure every launch delivers exceptional support experiences. From AppleCare One and AppleCare+ to App Store, Apple Music, Apple Arcade, Apple TV, Apple Sports, Apple Fitness+, Apple News+, Apple Books, and Apple Podcasts, our work touches the full spectrum of services that enrich how people connect, create, and enjoy content.
Description
As a Readiness Program Manager on our support engineering team, you'll drive support engineering progress for Apple Services and AppleCare Agreements. You'll ensure stakeholders are informed and prepared for launches, write support and tooling requirements, and influence product direction through deep subject matter expertise. This role combines strategic thinking with hands-on program management—you'll coordinate cross-functional teams, design support solutions, and measure success to continuously improve the customer experience.
Minimum Qualifications
Bachelor's degree in a technical field or equivalent professional experience
5+ years of applicable professional experience
4+ years of technical program management or project management experience
Demonstrated knowledge of customer support operations and best practices
Ability to influence cross-functional teams and negotiate priorities without direct authority
Experience working independently on time-sensitive deliverables and managing competing priorities
Strong analytical, problem-solving, and critical thinking skills with meticulous attention to detail
Experience testing and troubleshooting commerce purchase flows and digital service platforms
Hands-on experience with Apple Services such as App Store, AppleCare One, AppleCare+, or similar consumer digital services
Effective presentation skills, experienced presenting to all organizational levels, from individual contributors to executives, able to adapt communication style to meet audience
Preferred Qualifications
Masters degree or project management certifications are a plus
Experience identifying, documenting, and tracking software issues and enhancement requests through bug tracking systems
Proficiency with collaboration and project management tools such as Keynote, Quip, Wrike, or similar platforms
Track record of handling confidential information and managing pre-launch disclosures appropriately
Experience using AI/ML tools to scale processes and improve efficiency
Familiarity with enterprise tools like Radar, Confluence, and Slack
Ability to facilitate cross-functional discussions and drive consensus among diverse stakeholders
Exceptional written and verbal communication skills, able to explain technical and e-commerce concepts to varied audiences
Confident presentation skills when engaging with all organizational levels, from individual contributors to executives
Experience with Agile methodologies and iterative project management approaches
Sprachkenntnisse
- English
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