As the Customer Experience Engineering Manager for Apple Services, you will lead a global team focused on enhancing customer interactions with AppleCare and various Apple services. Your mission is to create seamless experiences that reduce the need for support while ensuring customers can easily find solutions when necessary. You will collaborate with multiple teams to identify and eliminate friction points in the customer journey. This high-visibility role directly influences product decisions for key Apple services.

• Bachelor's degree or equivalent professional experience.
• 8+ years of experience in customer support, customer experience, support engineering, technical program management, or a related field.
• 3+ years of people management experience, including hiring, coaching, and performance development.
• Experience analyzing large volumes of customer or operational data to create actionable narratives for senior stakeholders.
• Familiarity with iOS, macOS, watchOS, and tvOS, along with a working knowledge of the Apple app ecosystem and digital commerce.
• Master's degree or MBA is preferred.
• Experience in Voice of the Customer (VoC) programs, root cause analysis, or structured product feedback methodologies.

• Lead a global team of analysts and subject matter experts focused on customer experience.
• Identify and investigate friction points in the customer journey before they impact users.
• Collaborate closely with Apple Services Engineering, Trust and Safety, Finance, Legal, and SSE Response.
• Represent the customer perspective in roadmap decision-making processes.
• Surface insights that directly inform product decisions for Apple's services.
• Build and track KPIs that drive continuous improvement in customer experience.

• Employees at Apple are often offered comprehensive benefits that support physical and mental well-being—flexible medical plans, confidential counseling, onsite wellness centers at major campuses, and resources for fitness and daily life. Families typically receive fertility support, paid parental leave with gradual return, caregiving leave, and dependent-care guidance, while financial perks commonly include stock grants (with purchase discounts), 401(k) matching, and income-protection coverage. Employees also see robust time off, Apple University learning and tuition reimbursement, donation matching and paid volunteer hours, and deep product and partner discounts.