Customer Feedback Analyst Jobs (NOW HIRING)

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.
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.
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.
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 $174,200 and $303,800, 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.