Summary
Posted: Oct 7, 2024
Weekly Hours: 5
Role Number:200571342
Here in Worldwide Developer Relations, we work tirelessly to ensure that developers have all of the support they need to create the apps that impact the lives of all our customers. Join Apple, and help us leave the world better than we found it. There are countless ways you'll contribute here, whether you're coordinating operational needs for feature launches, defining processes and policies, or identifying opportunities to improve the developer experience. If you are interested in driving a dynamic and growing team enabling Apple developers to operate successfully around the world, this role may be for you!
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Description
We're looking for an operationally minded individual to support the policies and logistics involved in servicing developer requests for access to restricted capabilities, including entitlements and feature access. In this role, you will support a team of specialists tasked with reviewing those requests. You will be tasked with interpreting loosely defined proposals from engineering and product teams, and determine a path to ensuring objectivity, consistency, and efficiency when reviewing developer requests for enablement. This will require collaboration with legal and business leaders, and require you to be the "voice of the developer". You must be comfortable challenging proposals when they are not feasible or scalable. Additionally, you will develop training materials that ensure support specialists are adopting new processes, tools, etc. This will require working closely with systems leads, and also present opportunities to identify improvements to better align processes and tools. You will also be responsible for assessing the team's performance in meeting objectives - such as handle times, developer satisfaction, decision dispute rates, and process accuracy - and recommending strategies to constantly improve and scale operations. You will be responsible for managing your work stream via weekly status reports, risks and dependency management, and business planning.
- 5 + years of experience in an operations lead role.
Preferred Qualifications
- Familiarity with the Apple Developer Program, and the app development and distribution lifecycle.
- Expert in policy and/or process change management.
- Strong communication skills, both written and verbal.
- Comfort interacting with software development teams.
- Experience in workforce planning, balancing limited capacity against growing support request volumes.
- Familiarity with entitlements and capabilities, and the processes today for developers to request entitlements from Apple.
- Previous experience within a developer relations team, and interacting with third party developers to service requests for support and enablement.
- Experience building and working with reporting to measure business key performance indicators, and identify issues and opportunities through data literacy.
- Experience working with engineering project managers, product managers, and engineering teams.
- Passion for problem solving and overcoming business challenges in partnership with others.
- Excellent collaboration and relationship building skills.
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $111,400 and $209,900, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
More
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.