Apple

Summary

Posted: Jun 13, 2025

Role Number:200609185

The AppleCare Digital organization serves more than 6 billion customers per year across a broad range of online platforms. The organization is responsible for all end-user support and service digital content, web assets, customer-facing apps such as Apple Support App and Message Apple, Apple Communities, search engines such as Google and Baidu, and social media such as X, YouTube and Weibo. We are the highest volume post sales support function in Apple, are leading the development of AI-powered experiences for all AppleCare and adhere to the highest standard of quality and innovation on behalf of our customers worldwide. The AppleCare Digital Program Manager has broad visibility into and responsibility for ensuring a well-coordinated New Product Introduction including championing the most optimal customer-centric solutions from every aspect of AppleCare Digital. The role partners with cross-functional teams to identify and influence the implementation of opportunities to either enhance NPI strategy or optimize existing support / service experiences. Finally, the role will play an important role in the continued development and support of AI-powered customer experiences.

Description

As an AppleCare Digital Program Manager, you will play a pivotal role in ensuring successful support &/or service for specific Apple product line(s) at launch, being a driver of continuous improvement to either product quality or customer experiences and an optimizing enabler of the infusion of AI capability. Responsibilities include: Be the primary representative of AppleCare Digital for cross-functional updates on status, strategy and issue resolution Ensure all aspects of a product launch for AppleCare Digital are delivered in a timely and quality manner grounded in the customer journey Collaborate with internal teams and external AppleCare Digital partners such as Contact Center, Marketing, Retail Store / Online, Field Service, SW Engineering, Instructional Products and in-region teams to identify, influence and implement customer experience opportunities or react quickly to support / service strategy changes Coordinate the optimization and improvements to multiple evolving processes and methodologies to enable success of AI-enabled experiences together with various partners internal and external to AppleCare Digital Lead, individually or with the AppleCare Digital team, the presentation of comprehensive updates on program status and/or performance to the most senior levels of management, internal or external to AppleCare Digital

Minimum Qualifications

• Bachelor's degree in business, engineering or technology field
• 5+ years work experience as a project/program manager in any of the following areas: NPI, customer support / service or product quality.
• Ability to combine analytical thinking with discernment to effectively provide context-specific insights to partners
• Ability to influence and collaborate with multiple teams of varying expertise and seniority
• Cross-functional project leadership of distributed team members
• Passion for customer satisfaction and continuous improvement
• Occasional business travel might be required

Preferred Qualifications

• Master’s Degree in a related field
• 8-12 years work experience as a project/program manager in a related field
• Prior experience with digital projects and/or data, including Generative AI concepts and practices
• Adaptability to thrive in significant ambiguity, frequently changing strategies &/or immature process environments

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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. Learn more about your EEO rights as an applicant.