Engineering Program Manager, AppleCare

Apple • Sunnyvale, CA

1d

About The Position

In AppleCare, the Engineering Program Manager drives cross-functional diagnostic projects that directly impact customer experience and help maintain Apple’s high standards of support. The role owns diagnostic projects from conceptualization and design through development and deployment, working with engineering teams to define requirements, manage implementation schedules, and coordinate fixes for software and systems-related issues.

The position partners with AppleCare Readiness teams and diagnostic architects to lead systems and software changes affecting iOS, macOS, cloud-based server infrastructure, Core OS, and Hardware Development. It develops implementation plans for new diagnostic requests and executes them with cross-functional engineering teams. The role also identifies and presents risks and potential issues affecting new-product release readiness and other AppleCare initiatives, coordinates program reviews and engineering-issue updates for all levels of management, including senior executives, and leads validation of diagnostic software features and systems for field releases and new product launches. It ensures end-to-end collaboration and timely delivery of all engineering and technical aspects of AppleCare diagnostic programs.

Requirements

• Bachelor’s degree in Computer Science or a related technical field, or equivalent practical experience.
• At least 7 years of experience in engineering program management or a related role.
• Track record of managing software projects.
• Experience directing cross-functional teams through the project lifecycle.
• History of coordinating end-to-end programs from design to release.
• Knowledge of operating systems, including iOS, macOS, iPadOS, and watchOS.
• Familiarity with product development processes.
• Experience managing projects with low-level hardware integration dependencies.
• Understanding of diagnostic software features and systems architecture.
• Ability to negotiate effectively and lead risk management efforts.
• Ability to communicate technical issues clearly to diverse audiences.
• Agility in adapting to shifting priorities and navigating ambiguity.
• Collaboration skills to foster inter-team coordination and drive alignment.

Responsibilities

• Drive diagnostic projects from conceptualization and design through development and deployment.
• Work with engineering teams to develop requirements, manage implementation schedules, and coordinate fixes for software and systems-related issues.
• Identify and present cross-functional risks and potential issues, including their impact on new-product release readiness and other AppleCare initiatives.
• Partner with AppleCare Readiness teams and diagnostic architects to lead systems and software changes affecting iOS, macOS, cloud-based server infrastructure, Core OS, and Hardware Development.
• Design implementation plans for new diagnostic requests and execute them with cross-functional engineering teams.
• Coordinate program reviews and status updates on key engineering issues for all levels of management, including senior executives.
• Lead validation of diagnostic software features and AppleCare diagnostic systems for field releases and new product launches.
• Ensure close inter-team coordination and end-to-end collaboration on projects.
• Ensure engineering and technical aspects of AppleCare diagnostic programs are delivered on time.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior