Apple

Manager - Customer Feedback EPMs

Apple$120K — $150K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in computer science or equivalent experience
  • 5-7 years of software engineering or related experience
  • Excellent interpersonal, verbal and written communication skills
  • Ability to debug complex issues and perform root cause analysis
  • Proven experience as a manager, team lead, or project manager
  • Thorough knowledge of iOS or macOS
  • Experience with generative AI and LLM-driven workflows

Responsibilities

  • Manage a team of Customer Feedback EPMs to address customer-related issues
  • Partner with technology teams to investigate and resolve top issues
  • Drive software quality improvements based on customer feedback
  • Review bugs and prioritize response with engineering teams
  • Innovate cross-functional collaboration for actionable public feedback
  • Monitor public feedback to escalate new issues
  • Report on project status and feedback assessment

Benefits

  • Dynamic team environment fostering creative problem-solving
  • Opportunity to work with cutting-edge technology, including generative AI
  • Engagement with high-impact software releases
  • Collaboration with talented engineering and project management teams
  • Fast-paced work culture with adaptability to changing priorities
Full Job Description
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 Apple's software products, partnering with OS technologies teams to prioritize top customer-related issues. We're looking for a manager of this team of talented EPMs.

We're 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.

Description

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:

Partnering with technology teams to work hand-in-hand with them to investigate and fix top customer-related issues.

Driving the quality of our technology areas and software releases based on customer feedback.

Reviewing bugs and working closely with engineering teams to isolate and appropriately prioritize response.

Innovating ways to work cross-functionally across teams at Apple to get actionable feedback from the public and championing fixes in our software releases.

Monitoring pre-release and post-release public feedback to identify and escalate new issues in the field.

Investigating issues reported by our outside users through test reproduction, debugging, and diagnostics analysis.

Reporting on progress of seeding programs, assessment of incoming feedback, and other project status.

Innovating 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.

Minimum Qualifications

Bachelor's degree in computer science or equivalent professional experience.

5-7 years of software engineering or related experience.

Excellent interpersonal, verbal and written communication skills.

Ability to debug difficult problems and investigate root cause analysis.

Self-motivated and pro-active with demonstrated creative and critical thinking capabilities. Adept at deconstructing problems, resolving conflicts, and leading teams toward innovative solutions.

Thorough knowledge of iOS or macOS.

Experience as a manager, team lead, or project manager.

Preferred Qualifications

Experience with generative AI and LLM-driven workflows.

Comfortable and adaptable in a fast-paced and informal environment, and able to respond to changing priorities quickly and efficiently.

Programming and scripting skills a plus.

Passion for user-focused design, technology, and high quality software.

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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