Job Details

Advisor Tools Program Manager, AppleCare

Sunnyvale, California, United States

Operations and Supply Chain

Summary

Posted: Mar 18, 2025

Role Number: 200595699

Imagine what you could do here. At Apple, great ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The Advisor Tools Team is looking for a strong Program Manager to help drive strategy and development of tools supporting AppleCare Advisors and Contact Center strategies. This role will primarily focus on Speech to Text technologies and other programs supporting long-term ACSS business strategies.

This is a fast-paced team with aggressive goals. It is an outstanding opportunity to work on strategic projects and help the Apple Care organization achieve its business goals. The team is cohesive and collaborative with amazing talent and tremendous drive.

Description

Conceive, analyze, develop, and lead strategic process improvement and new, innovative program initiatives for Apple's support business.

Analysis of current state tools and procedures working toward strategic change to improve the contact center and help achieve their overall business objectives.

Capturing and writing of business requirements is a critical part of this role.

In this role, one will have the opportunity to lead initiatives of various sizes from analysis through to implementation (from team specific to global in nature).

Represent the Advisor Tools Team and the Support Programs organization as a whole to other internal groups and occasionally to customers to ensure that Apple's service and support objectives are understood.

Coordinate efforts and ensure that internal groups are informed of new program developments in other Apple areas.

Ensure projects are delivered on time, within budget, and are consistent within the larger context of the program/project.

Ensure a smooth, effective program introduction and implementation by coordinating support requirement efforts with cross-functional partners.

Ensure initiative alignment with business vision, strategy, and deployment within company.

Act independently and as a top level contributor in resolving project direction and frequently is a team leader on major, complex projects.

Minimum Qualifications

• BA/BS or equivalent experience required

• 5-7 years project/program management experience

• Experience handling projects/programs of all sizes, including large, cross-functional contact center or support initiatives, preferably with an emphasis on Contact Center Advisor tools

• Experience with project/program management methodology

• Excellent communication skills

• Strong leadership, presentation, and analytical skills

• Ability to maintain and develop relationships within cross-functional teams

• Excellent organizational and documentation skills

• Proficient knowledge of the system development life cycles

• Domestic travel one week per quarter

Preferred Qualifications

• PMI, Six Sigma or similar certification preferred.

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 $133,900 and $201,300, 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. (https://www.apple.com/careers/us/benefits.html)

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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.