The Customer Experience Engineering Manager for Apple Services will lead a global team focused on enhancing customer interactions with AppleCare and various Apple services. This role emphasizes creating intuitive experiences that reduce the need for support while ensuring customers can find solutions easily. The manager will act as a liaison between customers and product teams, identifying and addressing friction points before they affect users. This high-visibility position 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.
• Background building scalable programs and guiding teams through ambiguous situations.
• History of collaborating directly with engineering and product teams to shape roadmap direction.
• Practice communicating complex technical and non-technical concepts to diverse audiences.
• Knowledge of building and tracking KPIs that drive continuous improvement.
• 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.
• Experience in Voice of the Customer (VoC) programs, root cause analysis, or structured product feedback methodologies.
• Background supporting teams through product launches and scaling programs alongside growing services.
• Proficiency using AI/ML and LLM tools in a support or operations context.
• Knowledge of project management and data visualization tools such as Wrike, Quip, Keynote, and Tableau.
• Expertise in change management or program management within a support or services organization.

• Lead a global team of analysts and subject matter experts focused on customer experience.
• Identify and investigate friction points in customer interactions with Apple services.
• Collaborate with various teams including Apple Services Engineering, Trust and Safety, and Legal.
• Represent customer interests in product roadmap discussions.
• Surface insights that directly influence product decisions for key Apple services.

• 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.