Engineering Program Manager, AppleCare

Summary

In AppleCare, we believe in providing world-class support to our customers for the devices they have purchased. In this role, you will drive cross-functional diagnostic projects that directly impact the customer experience. Join us and help uphold the high standards of support Apple is known for.

Description

As an AppleCare Engineering Program Manager, you will drive the overall execution of diagnostic projects from conceptualization and design to development and deployment. You will work closely with engineering teams to develop requirements, drive implementation schedules, and coordinate fixes for software and systems-related issues. Additionally, you will identify and present cross-functional risks, potential issues, and their impact on new product release readiness and other key AppleCare initiatives

Responsibilities

• Partner with AppleCare Readiness teams and Diagnostic architects to understand and lead systems and software changes impacting iOS, macOS, cloud-based server infrastructure, Core OS, and Hardware Development.
• Design project implementation plans for new diagnostic requests and execute those plans with cross-functional engineering teams.
• Coordinate program reviews and status updates on top engineering issues to all levels of management, including senior executives.
• Lead validation of diagnostic software features and AppleCare diagnostic systems for field releases and new product launches.
• Ensure close inter-team coordination and end-to-end collaboration on all projects.
• Ensure all engineering and technical aspects of AppleCare diagnostic programs are delivered in a timely manner.

Minimum Qualifications

• Bachelor's Degree in Computer Science or a related technical field, or equivalent practical experience with 7+ years of experience in an engineering program management or related role.
• Track record of managing software projects.
• Background directing cross-functional teams through the project lifecycle.
• History of coordinating end-to-end programs from design to release.
• Knowledge of operating systems, including iOS, macOS, iPadOS, and watchOS.
• Familiarity with executing product development processes.

Preferred Qualifications

• Background managing projects with low-level hardware integration dependencies.
• Understanding of diagnostic software features and systems architecture.
• Capability to negotiate effectively and lead risk management efforts.
• Ability to communicate technical issues clearly to diverse audiences.
• Agility to adapt to shifting priorities and navigate ambiguity.
• Collaboration skills to foster inter-team coordination and drive alignment.