Job Description

Summary

The AppleCare Support Programs Team is seeking an innovative and passionate Technical Program Manager to oversee a growing portfolio of contact center projects. This position will work directly with Engineering and development teams daily on Software / Hardware projects. It will set strategy, evaluate ideas, prioritize features, define releases, manage product roadmap, timelines, budget, and provide regular updates to senior leadership on progress. This team is working with some of Apple's most advanced technologies including augmented reality (AR), virtual reality (VR), and machine learning (ML). They will influence worldwide support strategy for new initiatives, and build strong relationships with a broad set of teams. Collaborates across all phases - design, testing and implementation of the engineering project using breadth of technical knowledge and experience. Other key partnerships include members of all other AppleCare organizations, IS&T, Retail, Legal, Privacy, Product Marketing, Hardware Engineering, Software Engineering, Security, and more. This a key role in delivering AppleCare’s capital investment portfolio.


Key Qualifications

5 to 7 years experience managing projects or programs, including large, cross-functional, contact center, and support initiatives; with an emphasis in software technology

Technical project management for a product (can be a physical product, app, or system)

Proficient in iterative UI/UX design, including sketches, wireframes, concept, feature development in close collaboration with cross-functional stakeholders; with ability to make time vs. complexity tradeoffs

Excellent visual, communication, and presentation skills to help others understand design rationale and product decisions. Communicates design and engineering requirements to project team/leaders.

Collaborates across All phases (design, testing and implementation) of the engineering project using breadth of technical knowledge and experience. Evaluates technical risks and takes action to minimize the risks assessed.

Experience in product development and Engineering, AR, VR, 3D graphics, Unity, Xcode, Swift, Mobile App development, and related software technologies. SwiftUI and RealityKit frameworks a plus

Proficient with iOS / iPadOS app development for multiple genres of apps: productivity, lifestyle, social media, educational, entertainment, and/or games.

Exceptional interpersonal skills; thrives in highly collaborative projects, effective at building consensus, handles high stakes decisions with ease with the ability to cut through ambiguity

Proven oral and written communication skills; ability to become fluent in technical concepts and explain to non-technical partners

Able to travel several times a year to support initiatives.


Description

A successful candidate will have the right balance of program management, project management, and technical knowledge to successfully deliver complex support projects in Apple’s fast-paced environment. We are looking for an individual with a proven track record delivering projects with complexity at scale while meeting business objectives. Someone self-motived, who can grasp technical concepts quickly and adapt to change, while also being an effective liaison between business groups As a project manager you will have to manage risk, expectations, and outcomes throughout the whole project lifecycle. This is a complex and fast-paced, cohesive team with aggressive goals and tremendous drive.


Education & Experience

BA or BS degree in Computer Science, Computer Engineering or similar technical field


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 $150,000 and $230,000, 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.


Role Number: 200404417