AppleCare EPM

Summary

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 escalate 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