Customer Experience Engineering Team Manager

Great support doesn't just fix issues, it helps avert them. As the Customer Experience Engineering Manager for Apple Services, you'll lead a team shaping how millions experience AppleCare One, AppleCare+, App Store, Apple Music, Apple TV, Podcasts, Fitness+, and more. Your mission is to create intuitive, delightful experiences that minimize the need for support and ensure customers find solutions effortlessly when needed. By eliminating friction, your work drives satisfaction, retention, and Apple's competitive edge. Our AppleCare Support Engineering team acts as a bridge between our customers and our Apple Services product teams. From AppleCare One to App Store and Apple Music, our work enhances how people connect, create, and enjoy content. ## 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. ## Responsibilities Hire, coach, and develop a global group of CXE analysts and subject matter experts by setting clear goals, conducting performance reviews, and building a collaborative team culture. Direct a four-stage approach to surface sustained pain points through data, investigate root causes, collaborate cross-functionally on fixes, and present narratives that influence product teams. Partner across AppleCare, engineering, legal, finance, and operations to represent the customer perspective in roadmap conversations and leadership forums. Manage high-severity issues by coordinating resolution across teams and maintaining clear communication under pressure. Define and track KPIs that connect team output to customer satisfaction, support cost efficiency, and business growth, while building executive-ready reporting on trends and impact. Optimize team workflows by updating documentation and integrating AI/ML tools and modern practices to scale effectiveness. ## 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 t…