Manager Customer Feedback EPMs

The Customer Feedback EPMs interact with external customers engineering teams project management staff and other quality organizations to collect and process customer feedback identify key trends and champion high-impact issues to drive the best possible software releases. They are the first responders for outside issues during the development and at launch of Apples software products partnering with OS technologies teams to prioritize top customer-related issues. Were looking for a manager of this team of talented EPMs. nnWere seeking a candidate who is not afraid to question assumptions and tackle big problems. This role requires a self-motivated manager with the ability to create a dynamic team environment where tough problems are solved in new and innovative ways. An ideal candidate is someone who is a jack-of-all-trades able to handle both technical and managerial challenges. You must have excellent communication skills and be able to interact with customers engineering teams at Apple project management staff and test organizations.

You will be managing a team of Customer Feedback EPMs who are interacting directly with external customers and other internal program management and engineering teams. Some key aspects of this role include:nPartnering with technology teams to work hand-in-hand with them to investigate and fix top customer-related issuesnDriving the quality of our technology areas and software releases based on customer feedbacknReviewing bugs and working closely with engineering teams to isolate and appropriately prioritize responsenInnovating ways to work cross-functionally across teams at Apple to get actionable feedback from the public and championing fixes in our software releasesnMonitoring pre-release and post-release public feedback to identify and escalate new issues in the fieldnInvestigating issues reported by our outside users through test reproduction debugging and diagnostics analysisnReporting on progress of seeding programs assessment of incoming feedback and other project statusnInnovating and transforming the way in which our team works explore opportunities to leverage generative AI and new technologies to optimize workflows improve tools and scale the impact of our team

BS in Computer Science or equivalent professional experiencen5-7 years of software engineering or related experiencenExcellent interpersonal verbal and written communication skillsnAbility to debug difficult problems and investigate root cause analysisnSelf-motivated and pro-active with demonstrated creative and critical thinking capabilities. Adept at deconstructing problems resolving conflicts and leading teams toward innovative solutionsnThorough knowledge of iOS or macOSnExperience with generative AI and LLM-driven workflowsnExperience as a manager or team lead

Comfortable and adaptable in a fast-paced and informal environment and able to respond to changing priorities quickly and efficientlynProgramming and scripting skills a plusnPassion for user-focused design technology and high quality software