SummaryPosted: Feb 17, 2025Role Number:200591832Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job, and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare Support Engineering is currently seeking candidates for Director of Site Support Engineering (SSE). The Director of Site Support Engineering will lead a group of managers whose teams respond to and manage technical escalations from Apple’s global contact centers relating to Apple’s services, hardware, and software products. In addition to providing direction to the team, the senior SSE manager will be a primary interface with AppleCare Support Engineering, and will partner with teams across Apple to drive continuous improvement to support processes and the customer experience.DescriptionDescriptionLead a worldwide team of SSE managers focused on exceeding goals for technical escalation support. Ensure staffing and support resources are in place to support new products and services. Analyze business trends to identify areas of opportunity. Collaborate with AppleCare leadership team to develop organizational goals and objectives. Develop and implement strategies that drive continuous improvement to the customer experience, as well as group operational efficiency. Develop and implement metrics that provide accurate insights into individual and group performance. Champion ongoing training and development of the team to improve capacity and capability. Develop strong relationships with key partners, including Contact Center, Retail, AppleCare Support Engineering and Product Development.Minimum QualificationsMinimum QualificationsMinimum of 8 years of management experience in technical support;Experience leading large geographically diverse teams, including managing other managers.Familiarity with managing projects, ideally with 5 years of experience implementing cross-functional initiatives.Possess a vision for exceptional escalation management and customer experience.Ability to develop and implement strategies and tactics to drive improvement in both customer experience and operational efficiency.Knowledge of Apple’s services, hardware, and software products.Knowledge of how to use data to understand and improve business performance.Passion for developing teams, with a focus on continuous learning.Track record of developing strong cross-functional and cross-regional relationships.Bachelor’s Degree or equivalent required.This position requires some domestic and international travel.Key QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsMaster's or higher degree in a related field a plus.Education & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsPay & BenefitsPay & BenefitsAt 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 $245,600 and $409,300, 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. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.