Summary Posted: Apr 21, 2022 Weekly Hours: 40 Role Number: 200369082 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare is Apple’s premier Service and Support organization providing award-winning technical support and product service to our global customer base. AppleCare Engineering - iCloud & Apple ID represents Apple's Worldwide contact centers and Apple's customers to groups within Apple to improve product quality and usability. We are seeking an Apple ID & iCloud Support Engineering Response Manager to lead a team that collaborates with Engineering, Product Marketing, Legal, Operations, and others to deliver the best possible customer experience. This position is located in Santa Clara Valley, Austin, or Elk Grove. Key Qualifications Passion for and ability to obsess over the customer experience. Excellent analytical skills, a keen attention to detail, and an high level of curiosity. Ability to influence management/teams to drive product change without direct control, and that are located in multiple locations Comfortable with communicating with all levels of an organization. Successful track record as a technical team manager or team lead. Experience in Software or Services support, Engineering, QA, or Product Feedback role. Knowledge of contact center operations and support processes is a bonus but not required. Comfortable managing a team that may be in multiple locations. Description The Apple ID & iCloud Support Engineering Response manager is responsible for overseeing a team of Support Engineers who are responsible for gathering field issues and feedback from customers who contact multiple AppleCare support channels, and then partnering with the appropriate teams (Engineering, Operations, UI, Marketing, etc) to help drive product improvements. These activities include analyzing customer interactions with support related to Apple ID, iCloud, and Find My services to look for opportunities to address usability or reliability issues that drive customers to contact support. After opportunities are identified, this team works with partners to scope the general impact of any given opportunity to better understand how it more broadly impacts our customers to help identify the right priority to develop a fix for that issue. THIS TEAM IS ALSO RESPONSIBLE FOR: Partnering with teams in AppleCare to help create online documentation to assist customers in troubleshooting issues so customers can self-solve without a need to contact any assisted support channel. Providing oversight and guidance of the escalation queue to Site Support Engineering Response Working closely with readiness partners for upcoming features/change, and providing timely, actionable data and feedback related to new product launches. If you want to help lead efforts that contribute to Apple’s legendary product quality by connecting customers to engineers and help partner teams in AppleCare craft a great self-solve experience, please apply! Apple is an Equal Opportunity Employer that is committed to inclusion and diversity! We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Education & Experience Engineering degree or Bachelor's degree with equivalent work experience preferred but not required. Masters or MBA is a plus Additional Requirements