Apple

Customer Experience Engineering Team Manager

Apple$120K — $150K *
Consumer Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience
  • 8+ years in customer support, experience, or related fields
  • 3+ years of people management experience
  • Experience analyzing customer data for senior stakeholders
  • Familiarity with Apple platforms (iOS, macOS, tvOS, watchOS)
  • Ability to communicate complex concepts to diverse audiences
  • Knowledge of KPIs for continuous improvement

Responsibilities

  • Lead a global team of analysts and subject matter experts
  • Identify and resolve customer friction points before they affect users
  • Collaborate with Apple Services Engineering and other departments
  • Represent customer interests in product roadmaps
  • Analyze large volumes of data to inform product decisions
  • Guide teams through ambiguous and complex situations
  • Build scalable programs that enhance customer experience

Benefits

  • High-visibility role influencing key product decisions
  • Opportunity to work with cross-functional teams
  • Engagement with commercially significant Apple services
  • Chance to drive continuous improvement initiatives
  • Collaboration with stakeholders across various domains
Full Job Description
The AppleCare Support Engineering (ACSE) team owns support for App Store and Apple Services, including App Store, Apple Music, Apple Arcade, Apple TV and Video, Apple News, Apple Books, Podcasts, and payment and billing platforms across iOS, macOS, tvOS, and watchOS.

As the CXE Team Manager, you'll lead a global team of analysts and subject matter experts who sit squarely between customers and the product teams building these services. Your team's job is to find friction before customers hit it, investigate why it exists, and make a compelling case to get it fixed. You'll work closely with Apple Services Engineering, Trust and Safety, Finance, Legal, and SSE Response, and you'll be the person in the room representing the customer when roadmap decisions get made.

This is a high-visibility role. The insights your team surfaces directly feed into product decisions for some of Apple's most commercially important services.

Minimum Qualifications

Bachelor's degree or equivalent professional experience.

8+ years of experience in customer support, customer experience, support engineering, technical program management, or a related field.

3+ years of people management experience, including hiring, coaching, and performance development.

Experience analyzing large volumes of customer or operational data to create actionable narratives for senior stakeholders.

Background building scalable programs and guiding teams through ambiguous situations.

History of collaborating directly with engineering and product teams to shape roadmap direction.

Practice communicating complex technical and non-technical concepts to diverse audiences.

Knowledge of building and tracking KPIs that drive continuous improvement.

Familiarity with iOS, macOS, watchOS, and tvOS, along with a working knowledge of the Apple app ecosystem and digital commerce.

Preferred Qualifications

Master's degree or MBA.

Experience in Voice of the Customer (VoC) programs, root cause analysis, or structured product feedback methodologies.

Background supporting teams through product launches and scaling programs alongside growing services.

Proficiency using AI/ML and LLM tools in a support or operations context.

Knowledge of project management and data visualization tools such as Wrike, Quip, Keynote, and Tableau.

Expertise in change management or program management within a support or services organization.

About Apple

Apple is a corporation that designs, manufactures, and markets mobile communication and media devices, personal computers, portable digital music players, and sells a variety of related software, services, peripherals, networking solutions, and third-party digital content and applications. Apple provides many products and services, including iPhone; iPad; iPod; Mac; Apple TV; a portfolio of consumer and professional software applications; the iOS and OS X operating systems; iCloud; and accessories, service, and support offerings. It sells its products worldwide through its retail stores, online stores, direct sales force and third-party cellular network carriers, wholesalers, retailers, and value-added resellers to the consumer and also sells third-party iPhone, iPad, Mac and iPod compatible products, including application software and accessories through its online and retail stores. Introduced in 1984, the Macintosh was the first widely sold personal computer with a graphical user interface (GUI). That feature and others such as an improved floppy drive design and a low-cost hard drive that made data retrieval faster helped Apple cultivate a reputation for innovation. Apple was named as the most admired company in the United States in 2008 and in the world from 2008 to 2012 by the Fortune magazine. The company was founded by Steven Paul Jobs, Steve Wozniak, and Ronald Gerald Wayne on April 1, 1976, and is headquartered in Cupertino, California.

Apple Careers

Join Apple, a place where extraordinary people gather to do their best work. Our ever-expanding global team is at the forefront of innovation and leadership in the tech industry. At Apple, we're not just building products—we're crafting the kind of wonder that revolutionizes entire industries. It's the diversity of our people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Work You’ll Do Embark on a journey with Apple’s market-leading team to help some of the world’s most influential companies navigate their path to digital mastery with cutting-edge technology and services. Transform industries and touch lives with your unique ideas at Apple. Here, you’ll lead through a unique position at the intersection of technology, creativity, and robust industry expertise. Collaborate with a global team of professionals who are at the top of their game in technology and design. Apple isn’t just a company, it’s a community of innovators and passionate thinkers. Introducing the Apple Innovation and Leadership Initiative We are building a market-leading team to drive our efforts in delivering groundbreaking solutions and services. At Apple, job opportunities are abundant, offering you the chance to explore diverse roles from engineering to marketing, all designed to empower your career growth. Do Innovative Work Join the largest group of creative and technical experts in the world—professionals dedicated to redefining what’s possible through technology and innovation. Deliver targeted solutions through a depth and breadth of expertise that’s unmatched, driving forward our commitment to excellence and leadership in every project we undertake. Be Part of a Great Team Engage in a wide range of projects utilizing Apple’s technology and resources. Harness the unparalleled capabilities, global scale, and joint solution development that only Apple can offer. Future-Proof Your Career Advance your career with limitless opportunities at Apple. Go as far as your ambition takes you with unmatched training, development, and certification support. Explore Discover how Apple is leading the way in tech innovation: [With iOS] Businesses can streamline operations and enhance customer interactions... READ MORE Smart home technology integration that sets the standard for convenience and security... READ MORE The Apple Experience Our combined service capabilities, global scale, and joint solution development help clients overcome challenges and lead transformation in their industries. Clients worldwide look to Apple for new strategies and solutions that drive growth and innovation in the digital era. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Whether you’re seeking a professional role, an internship, or a leadership position, Apple offers a variety of employment opportunities. SEARCH APPLE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Apple, a company committed to diversity, innovation, and leadership. Explore job opportunities, employment benefits, and the culture of growth and innovation at Apple. Prepare your resume, hone your interview skills, and ready yourself for a career at one of the most prestigious companies in the world. Join us in pushing the boundaries of what is possible.
Learn more about Apple
Size
154,000 employees
Market Cap
$2,074.3 billion
Industry
Net Income
$63.9 billion
Founded
1976
5 Year Trend
+11.5%
Revenue
$294.1 billion
NASDAQ

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