AppleCare EPM

Apple Inc.; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Apple Inc. in Austin, Texas, is seeking an engineering program manager to support AppleCare.

You will partner with ML, software, and data-science teams to advance fraud-detection models, optimize rule-based engines, and align roadmaps with strategic goals. Lead cross-functional programs from inception through delivery, communicate progress to technical teams and senior management, and drive operational health, cost, and risk management.

Qualifications

• BS in a technical or analytical field.
• 5+ years leading large cross-functional programs.
• Ability to influence stakeholders and drive change.
• Strong data-driven decision making and analytical mindset.

Responsibilities

• Contribute to team’s strategic roadmap and prioritize work.
• Communicate strategy and progress to technical teams and senior management.
• Lead projects from inception through delivery and monitoring.
• Build relationships across SDS and partner teams to drive outcomes.
• Propose opportunities for process improvements.
• Maintain business-critical metrics with technical teams for operational health.
• Address technical challenges with detailed analysis and execution.
• Identify program risks and bring clarity to ambiguity.
• Operate independently with sound judgment and escalation when needed.

Skills

Roadmap planning

Cross-functional leadership

Stakeholder communication

Data-driven decision making

Problem solving

Strategic influence

Education

BS in analytical/technical field

Job description

Austin, Texas, United States Machine Learning and AI

Apple's Strategic Data Solutions team is seeking an engineering program manager to support AppleCare. Do you thrive at the intersection of technical complexity and strategic thinking? Are you energized by partnering with engineers, influencing roadmaps, and driving real impact? This role offers the opportunity to exercise interpersonal, organizational, technical, and analytical skills - owning and driving roadmaps while coordinating the success of programs. We're looking for someone who can drive both our long-standing fraud-detection mission and our newly launched operations initiatives — from advancing the machine learning models and rule-based engines that detect and block fraudulent claims, to helping grow our programs aimed at making AppleCare's operations more efficient, improving the service we offer customers, and reducing costs. Join our skilled team of program managers, machine learning engineers, software engineers, data scientists, and domain experts building solutions that protect, optimize and empower Apple.

Description

• Contribute to team’s strategic roadmap and prioritize work aligned with that vision, balancing impact, cost, resourcing, timeline, and risk
• Communicate strategy, success metrics, and progress to both technical teams and up to senior management
• Lead projects from inception through delivery and ongoing monitoring, maintaining alignment across engineering and business stakeholders
• Build and maintain relationships across SDS & partner teams to ensure alignment and drive outcomes
• Propose opportunities for process improvements
• Maintain business-critical metrics in close partnership with technical teams, ensuring operational health and performance
• Get into the details on technical projects and critical metrics; work with the team to solve complex challenges
• Identify program and technical risks; bring structure and clarity to ambiguous situations with competing priorities
• Operate independently, exercising sound judgment and knowing when to escape or seek guidance

Minimum Qualifications

• BS in any analytical, quantitative, or technical field (engineering, math, computer science, finance, analytics, statistics, or similar)
• 5 years of experience structuring and leading large, cross-functional, technical or analytical projects/programs
• Experience contributing to business discovery, defining problems, extracting key information, and leading innovative analytic approaches - including in areas outside own core expertise
• Demonstrated ability to drive change through positive influence of co-workers, leadership, and business partners
• Ability to learn and contribute to in-depth evaluations of complex engineering and analytic issues
• Skilled at using data to present, advocate for, and prioritize among solutions
• Strong interpersonal skills with the ability to connect and develop close relationships across SDS & partner teams, including engineering teams
• Ability to recommend ways to manage conflicting priorities, ensure all perspectives are heard, and facilitate sound recommendations despite ambiguity
• Clear, confident communicator who can adapt between technical detail and senior management storytelling
• Ability to influence through metrics, vision, and collaborative leadership
• Inquisitive mindset with a drive for continued self-improvement and development of new skills

Preferred Qualifications

• Previous experience in engineering, data analysis, machine learning, or operations would be beneficial but is not required

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

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