Applecare Engineering New Product Support Program Manager

An AppleCare Engineering New Product Support Project Manager is responsible for overseeing Product Support for all facets of Apple products. They lead project teams responsible for identifying why customers might need support from AppleCare, and they implement corrective or preventative actions to solve issues which customers commonly experience. A successful New Product Support Project Manager solves problems so customers rarely need to contact AppleCare for help, and if customers do seek help from AppleCare, they believe their time is well spent. In this role, you will: - Lead projects to prepare internal and public-facing materials designed to help AppleCare provide support to customers, and to help customers solve issues without assistance. - Work with other teams at Apple to change product behaviors or documentation to improve the user experience using customer feedback, data, and personal observations. - Design processes, tools, and systems to provide customer support at scale - Utilize engineering, operations, and AppleCare insights to estimate and influence expected cost for Product Support strategies - Organize AppleCare’s various support teams to respond to issues discovered after products are released, and deliver solutions to customers which lead to satisfactory outcomes.