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Hardware Product Line Director / Senior Manager, Support

Santa Clara Valley, CA, USA | Apple

  • Industry:
    Information Technologies
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
    10-12 years
    12-15 years
Job Description:
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This role is highly complex in that it requires a strong blend of both technical knowledge and business acumen covering a wide variety of product deliverables spanning across all of Apple’s product lines. A successful Product Line Director / Senior Manager is a natural leader and facilitator; is driven, organized and detail oriented; excels at drilling into the details versed in program/project 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.

Key Qualifications

10 -15 years of professional industry experience as a project/program manager in any one or more of the following areas: New Products, Program Management, Development or Service/Operations Engineering, Supply Chain Management (Service/Operations), and/or Customer Support.

You are a strategic minded, hands-on leader with extensive management experience in running a large, diverse organization that interacts in a highly cross functional setting.

You are an influencer that provides direction, oversight and professional development opportunities to other managers and individual contributors.

Ability to convert engineering solutions into executable project plans.

Strong tactical execution, executive presentation, and financial analysis skills.


You will lead a number of teams within the WW AppleCare Services - New Product Readiness organization with deliverables spanning from product line program management, field quality engineering & technical program management. The team’s deliverables can span from New Product launches, sustaining activities, service strategy, supply chain, costs, field quality, regulatory/compliance adherence, roll-out of technical/business/quality solutions to the field, Repair Extension & Safety Programs, investigations into new regions with the ultimate goal of rolling out service solutions to our customers in these new markets, etc. 


Overall responsibility to ensure all aspects of program launches for AppleCare product service and customer support are delivered on a timely manner.

Primary representative of AppleCare (service & customer support) outside of AppleCare teams for various product lines.

Partners and influences Engineering, Operations, Marketing and Legal to realize opportunities and achieve successful implementations in the areas of product design, distribution methods, channel selection and communication strategy.

Ability to present AppleCare program features, supply chain initiatives, materials/warranty return strategy and costs in a clear and concise manner to the most senior levels of inside and outside of AppleCare.

Lead and manage cross functional teams to complete specified actions.

Be effective at presenting at all levels within the company. This spans from interacting with individual contributors to senior executives.

Provide actionable feedback and field data to various teams for the ongoing improvement of products.

Develops and presents compelling business cases and implements solutions that improve quality and cost.

Develops and implements optimized service supply chain models for various products. Uses business and supply chain knowledge to analyze competing options. 

Understands key cost drivers and recommends options between competing strategies based on effective cost/benefit analysis.

Evaluate field data and recommend and execute quality programs in support of our customers.

Education & Experience

BS or MS degree in engineering is required with MBA is preferred.Equivalent experience is acceptable.

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