What are the responsibilities and job description for the Director, Worldwide Site Support Engineering position at Apple?
Summary
Posted: Feb 5, 2025
Weekly Hours: 40
Role Number:200589374
Imagine 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.
Description
Lead 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 Qualifications
Preferred Qualifications
Additional Requirements
More
Posted: Feb 5, 2025
Weekly Hours: 40
Role Number:200589374
Imagine 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.
Description
Lead 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 Qualifications
- Minimum 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.
Preferred Qualifications
- Master's or higher degree in a related field a plus.
Additional Requirements
More
- 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.
