AppleCare Hardware Program Manager

The AppleCare Hardware Program Manager is responsible for leading business and technical strategy and readiness for AppleCare, Apple's global service and support organization. This role involves managing cross-functional teams to ensure high-quality, on-time delivery of product service and support, including repair strategy, diagnostics, supply chain readiness, and cost management. The manager will drive operational excellence and product quality, acting as the primary AppleCare representative to product teams, and developing solutions to improve customer experience.

Must Have

• Manage business and technical strategy and readiness for AppleCare.
• Lead AppleCare cross-functional teams for product service implementation and improvement.
• Ensure high-quality, on-time delivery for all aspects of product service & support.
• Manage service and support cost, using engineering and operations insights.
• Oversee program management for AppleCare Quality and Sustaining for hardware products.
• Ensure data-driven strategies to reduce service where no hardware issue is found.
• Lead cross-functional teams for prevention of warranty abuse.
• Drive program delivery to improve Apple’s product quality and AppleCare’s operational excellence.
• Be the primary representative of AppleCare (service & customer support) with Apple’s product team.
• Lead and manage cross-functional teams.
• Be effective at presenting at all levels within the company.
• Develops and presents compelling business cases and implements solutions that improve quality, cost, and customer experience.
• Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis.
• Uses business and supply chain knowledge to analyze competing options.
• 5-10 years of industry work experience as a project/program manager in New Products, Supply Chain Management, Customer Support, Development or Service/Operations Engineering.
• Excellent critical thinking skills.
• Ability to effectively work with cross-functional teams to understand requirements and identify design and engineering impacts.
• Must be comfortable working in a fast-paced, collaborative environment.
• BS or MS degree in engineering.

Good to Have

• MBA preferred

Perks & Benefits

• Comprehensive medical and dental coverage
• Retirement benefits
• Range of discounted products and free services
• Reimbursement for certain educational expenses related to advancing your career at Apple
• Opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs
• Ability to purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan
• Eligibility for discretionary bonuses or commission payments
• Eligibility for relocation

AppleCare is Apple’s premier Service and Support organization providing award winning technical support and product service to our global customer base. The Hardware program manager is responsible for managing business and technical strategy and readiness for AppleCare. A successful program manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in program management; communicates with ease at all levels; thrives in an ambiguous environment; is adept at facilitating actions and resolving conflicts; and manages through relationships and influence.

This is your chance to help lead cross functional teams that has proven itself by delivering high-quality products in a timely manner. The successful candidate will be comfortable working in a fast-paced, collaborative environment. Developing and fostering partnerships with the cross-functional teams is key to long-term success. The person filling this position must be a hands-on, pro-active, self-motivated program manager with strong initiative and a desire to succeed in a challenging environment. Lead AppleCare cross function teams to prepare and implement and improve product service; ensure high quality on time delivery for all aspects of product service & support including product repair strategy, diagnostic and troubleshooting development, supply chain readiness, parts and systems setup, and communications Manage service and support cost; Use engineering and operations insights to estimate and influence expected cost for product service strategies. Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis and feasibility. Oversees program management for AppleCare Quality and Sustaining for hardware products; Ensures data driven strategies to reduce service where no hardware issue is found; Lead cross functional teams for prevention of warranty abuse working with AppleCare engineering, operations, and channels teams.

• Overall strategy and program management for AppleCare product service & customer support Works with cross-functional engineering and product teams to drive program delivery to improve Apple’s product quality and AppleCare’s operational excellence
• Primary representative of AppleCare (service & customer support) with Apple’s product team
• Lead and manage cross functional teams
• Be effective at presenting at all levels within the company
• Have ability to flex style effectively for junior individual contributors and for senior executives Develops and presents compelling business cases and implements solutions that improve quality, cost, and customer experience
• Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis
• Uses business and supply chain knowledge to analyze competing options

• 5 -10 years of industry work experience as a project／program manager in any one or more of the following areas: New Products, Supply Chain Management (Service/Operations), Customer Support, Development or Service/Operations Engineering.
• Excellent critical thinking skills
• Ability to effectively work with cross functional teams to understand requirements and identify design and engineering impacts.
• Must be comfortable working in a fast-paced, collaborative environment
• BS or MS degree in engineering

• MBA preferred

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 $141,800 and $213,700, 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.

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.

Apple accepts applications to this posting on an ongoing basis.