AppleCare Support Engineering Project Manager - iCloud, Apple Account, Find My

Job Description

Support Engineering Project Manager role at Apple focused on driving product and tool improvement efforts within iCloud, Apple Account, Find My, and iMessage.

Requirements

• Bachelors degree in Computer Science or Engineering or equivalent work experience in C.S. / engineer
• 5+ years of related industry experience with a focus on Project Management
• Outstanding communication and presentation skills, written and verbal, to all levels of an organization (including executives)
• Analytical and creative problem solver with a successful track record handling large-scale, high-profile projects and deadlines.

Responsibilities

• Lead meetings and maintain documentation to communicate project status to ACSE Leadership
• Manages onboarding, usage of, and enhancements for tools used by Support Engineers (Response DRIs) to track top issues
• Standardize and maintain a format/cadence for Support Engineers to present/track their top issues within AppleCare and to external partners
• Standardizes, maintains, and leads Quarterly reviews of issues with Senior Engineering Leadership
• Tracks/Manages broad efforts within internal tools
• Provides quarterly updates to AppleCare/iCloud Engineering leadership for internal tools
• Coordinates AppleCare-wide Sponsorship efforts for iCloud/Account/Find My/iMessage requests
• Coordinate cross-product initiatives that impact multiple response DRIs
• Partners with Support Engineers to identify and lead mitigation efforts in regards to impact and cost to AppleCare
• Coordinates with OS Platform Support Engineering PM where projects overlap
• Track organization’s overall impact and provide updates regarding any projects/experiences/etc that are part of broader AppleCare Organizational goals