AppleCare Agreements Readiness Engineering Program Manager

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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.

","responsibilities":"Partner with internal teams and external partners to ensure timely disclosure and readiness for planned service launches

Define support and tooling requirements for upcoming Apple Services features and enhancements

Influence product direction by contributing customer support perspectives and leading project scope across teams

Lead commerce-related discussions and drive decisions that impact customer purchase experiences

Analyze customer and product support scenarios to design effective support solutions and workflows

Coordinate launch activities across multiple teams to ensure seamless go-to-market execution

Design and implement support mitigation strategies, including self-solve tools and automation that empower customers

Establish metrics and analyze data to measure product quality and launch success

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

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

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 .