Manager - Customer Feedback EPMs
Summary
The Customer Feedback EPMs interact with external customers, engineering teams, project management staff, and other quality organizations to collect and process customer feedback, identify key trends, and champion high-impact issues to drive the best possible software releases. They are the first responders for outside issues during the development and at launch of Apple’s software products, partnering with OS technologies teams to prioritize top customer-related issues. We’re looking for a manager of this team of talented EPMs.
We’re seeking a candidate who is not afraid to question assumptions and tackle big problems. This role requires a self-motivated manager with the ability to create a dynamic team environment where tough problems are solved in new and innovative ways. An ideal candidate is someone who is a jack-of-all-trades, able to handle both technical and managerial challenges. You must have excellent communication skills and be able to interact with customers, engineering teams at Apple, project management staff, and test organizations.
Description
You will be managing a team of Customer Feedback EPMs who are interacting directly with external customers and other internal program management and engineering teams. Some key aspects of this role include:
Partnering with technology teams to work hand-in-hand with them to investigate and fix top customer-related issues
Driving the quality of our technology areas and software releases based on customer feedback
Reviewing bugs and working closely with engineering teams to isolate and appropriately prioritize response
Innovating ways to work cross-functionally across teams at Apple to get actionable feedback from the public and championing fixes in our software releases
Monitoring pre-release and post-release public feedback to identify and escalate new issues in the field
Investigating issues reported by our outside users through test reproduction, debugging, and diagnostics analysis
Reporting on progress of seeding programs, assessment of incoming feedback, and other project status
Innovating and transforming the way in which our team works — explore opportunities to leverage generative AI and new technologies to optimize workflows, improve tools, and scale the impact of our team
Minimum Qualifications
- BS in Computer Science or equivalent professional experience
- 5-7 years of software engineering or related experience
- Excellent interpersonal, verbal and written communication skills
- Ability to debug difficult problems and investigate root cause analysis
- Self-motivated and pro-active with demonstrated creative and critical thinking capabilities. Adept at deconstructing problems, resolving conflicts, and leading teams toward innovative solutions
- Thorough knowledge of iOS or macOS
- Experience with generative AI and LLM-driven workflows
- Experience as a manager or team lead
Preferred Qualifications
- Comfortable and adaptable in a fast-paced and informal environment, and able to respond to changing priorities quickly and efficiently
- Programming and scripting skills a plus
- Passion for user-focused design, technology, and high quality software