Enterprise Support Program Manager

Summary

Apple is a place where extraordinary people do their best work together. We work diligently to create products and experiences people once couldn’t have envisioned. If you’re excited by the idea of making a real impact on Apple’s Enterprise customer success organization then Enterprise Support Program Management could be the place for you!

Our team features an open and collaborative environment with smart and creative people solving complex problems. We are a small team with great responsibility. The Enterprise Support Program Management team provides project and program management for our AppleCare Enterprise customers, our Customer Success teams and our Engineering Support teams.

Description

We create programs, training and assets to ensure our AppleCare Enterprise Support team and customers have a world-class experience. Winning hearts and minds, inspiring partnership and ownership without accountability are key tenants to success in this role.

As Program Managers act as the primary interface between AppleCare’s business units, the Enterprise product team, Enterprise support leadership and the Enterprise Support teams. They work with a wide scope of cross-functional teams to lead projects implementing strategy changes and making improvements to the Enterprise Support experience. The Program Manager will work to communicate daily across these groups and drive projects by influencing and motivating cross-functional teams.

The ideal candidate will have prior experience in project or program management, service & support, and customer success. They will also be able to proactively balance multiple projects and continuously evaluate priorities and next steps.

Responsibilities

• Aligns people, projects, and programs across multiple divisions to ensure flawless execution of programs
• Facilitates consensus-building through core team meetings
• Focuses on enablement, training, assets, and establishing overall structure and organization for the Enterprise Support organization
• Recognizes opportunities in processes & systems and articulates effective alternatives
• Anticipates and adjusts for roadblocks while calling out risks
• Conducts post-mortems, communicates and incorporates lessons learned
• Conducts project reporting & tracking and measures project success
• Works in close partnership with cross-functional teams that create and develop our Enterprise products
• Supports Customer Success Managers, Customer Support Engineers, Product Support Engineers, and their management teams in the execution of support strategies
• Serves as liaison as needed to other AppleCare business functions (Legal, IS&T, Enterprise product, Field Service, Sales, etc.)
• Establishes and maintains a regular communication schedule with Enterprise Support teams for each project and program.

Minimum Qualifications

• Bachelor's degree in Business, Engineering or related field with 8+ years of applicable professional experience or a Master’s degree with 6 years of applicable experience
• Minimum of 3-5+ years in program and project management experience driving cross functional projects/ programs ideally with customer success or engineering support professionals.
• Proven experience working with enterprise, education and government business customer environment
• Strong leadership, partnering and influencing skills
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and drive decision-making.
• Proficiency with customer success and business tools such as Salesforce and Tableau.
• Comfort and expertise in applying and leading AI projects
• Skilled at crafting and delivering compelling presentations to senior leadership, and effectively engaging all organizational levels to distill relevant information for the right audience

Preferred Qualifications

• MBA, Masters or other applicable advanced degree program
• 12+ years of experience in Enterprise support or B2B with a focus on project/program management
• Relevant certifications in Customer Success (complete or in progress)
• Ability to develop and execute customer success strategies that align with business objectives and drive measurable outcomes.
• Strong understanding of AI technology from both usage and implementation

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 $137,900 and $263,100, 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.