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Apple Senior Manager AppleCare Support Engineering - App Store Services United States, California, Sunnyvale 464341042
06.06.2024
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Description
In this role, you will focus on initiatives for AppleCare to provide the most effective customer support experience. You’ll cover the gamut of Apple Services Engineering products, including App Store, Apple Music, TV, News, Fitness+, and other digital subscriptions. You'll collaborate extensively with cross-functional teams like ASE Operations, Store Engineering, Technical Support teams, Marketing, Contact Center Operations, and Digital teams.Responsibilities Include: - Lead a worldwide team of Program Managers and Product Support Engineers, ensuring they meet or exceed performance goals.- Identify needed resources for projects, define and assign major project roles.- Mentor ACE managers to develop their technical, influencing, and leadership skills.- Develop positive relationships with key partners, including Product Development, Product Marketing, Services Engineering and Operations.
Key Qualifications
- 13+ years senior management experience leading technical support and services organizations.
- Knowledge of Apple products and services.
- Ability to guide multiple projects in parallel, using various collaboration techniques.
- Experience influencing Product Engineering on features meaningful to customers.
- Ability to explain customer issues, impact to business, and paths to resolution to senior leaders.
- Understanding of strategic systems and tool requirements to provide customer support at scale.
- Passion for connecting the support experience through data analytics.
- Track record of developing strong cross-functional and cross-regional relationships.
Education & Experience
Bachelor’s Degree in an engineering field or equivalent required; Master's or higher degree in a related field a plus.
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 $233,600 and $351,200, and your base pay will depend on your skills, qualifications, experience, and location.Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
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