**Weekly Hours:** 40 **Role Number:** 200632048-3956 **Summary** AppleCare is Apple’s premier Service and Support organization providing award winning technical support and product service to our global customer base. The Hardware program manager is responsible for managing business and technical strategy and readiness for AppleCare. A successful program manager is a natural leader and facilitator; is driven, organized and detail oriented; excels in program management; communicates with ease at all levels; thrives in an ambiguous environment; is adept at facilitating actions and resolving conflicts; and manages through relationships and influence. **Description** This is your chance to help lead cross functional teams that has proven itself by delivering high-quality products in a timely manner. The successful candidate will be comfortable working in a fast-paced, collaborative environment. Developing and fostering partnerships with the cross-functional teams is key to long-term success. The person filling this position must be a hands-on, pro-active, self-motivated program manager with strong initiative and a desire to succeed in a challenging environment. Lead AppleCare cross function teams to prepare and implement and improve product service; ensure high quality on time delivery for all aspects of product service & support including product repair strategy, diagnostic and troubleshooting development, supply chain readiness, parts and systems setup, and communications Manage service and support cost; Use engineering and operations insights to estimate and influence expected cost for product service strategies. Understand key cost drivers and recommend options between competing strategies based on effective cost/benefit analysis and feasibility. Oversees program management for AppleCare Quality and Sustaining for hardware products; Ensures data driven strategies to reduce service where no hardware issue is found; Lead cross functional teams for prevention of warranty abuse working with AppleCare engineering, operations, and channels teams. **Minimum Qualifications** + 5 -10 years of industry work experience as a project／program manager in any one or more of the following areas: New Products, Supply Chain Management (Service/Operations), Customer Support, Development or Service/Operations Engineering. + Excellent critical thinking skills + Ability to effectively work with cross functional teams to understand requirements and identify design and engineering impacts. + Must be comfortable working in a fast-paced, collaborative environment + BS or MS degree in engineering **Preferred Qualifications** + MBA preferred 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .