Manager - Customer Feedback EPMs

Apple; San Diego (CA); On-site; USD 174,000 - 304,000; Full time

Benefits offered by this job

Stock plans

RSU program

Education reimbursement

Relocation assistance

Job summary

Apple, Inc. in San Diego, California, is seeking a manager to lead a team of Customer Feedback EPMs who interact with external customers and internal engineering teams.

You will prioritize top issues, drive the quality of software releases, and champion fixes based on customer feedback. The role requires a BS in CS, 5–7 years of software experience, excellent communication, and the ability to lead cross-functional work, including exploring generative AI workflows and diagnostics across iOS/macOS

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.

Responsibilities

• Partner with technology teams to investigate and fix top customer-related issues.
• Drive the quality of our releases based on customer feedback.
• Review bugs and work with engineering to prioritize responses.
• Innovate cross-functional collaboration to gather actionable feedback from the public and champion fixes in releases.
• Monitor pre-release and post-release public feedback to identify new issues in the field.
• Investigate issues reported by external users via reproduction, debugging, and diagnostics analysis.
• Report on progress of seeding programs and project status.
• Explore opportunities to leverage generative AI and new technologies to optimize workflows.

Skills

Team leadership

Communication skills

Problem solving

Debugging

iOS/macOS knowledge

Generative AI workflows

Managerial experience

Education

BS in Computer Science

Job description

San Diego, California, United States Software and Services

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 issuesDriving the quality of our technology areas and software releases based on customer feedbackReviewing bugs and working closely with engineering teams to isolate and appropriately prioritize responseInnovating ways to work cross-functionally across teams at Apple to get actionable feedback from the public and championing fixes in our software releasesMonitoring pre-release and post-release public feedback to identify and elevate new issues in the fieldInvestigating issues reported by our outside users through test reproduction, debugging, and diagnostics analysisReporting on progress of seeding programs, assessment of incoming feedback, and other project statusInnovating 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

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 $174,200 and $303,800, 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.

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

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

Learn about reasonable accommodations for job applicants

Apple accepts applications to this posting on an ongoing basis.