Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Customer Systems Platform Services team builds the next generation of contact center solutions at Apple. These platforms support hundreds of millions of customer contacts annually across AppleCare and Retail. We are seeking an exceptional leader to build and lead our Engineering Program Management team, requiring a sharp technical mind, financial and operational rigor, and the conviction to challenge existing norms.

Responsibilities

Lead a team of Engineering Program Managers delivering complex, multi-year platform initiatives across a global contact center footprint.
Own the portfolio roadmap and delivery, team health, and the portfolio's overall budget and total cost of ownership.
Partner with Engineering leaders, Solution Architects, business stakeholders, and finance partners to translate strategy into executable roadmaps.
Drive adoption of Generative AI and agentic tooling to optimize team focus on judgment over administration.
Act as a credible partner to Engineering on AI capabilities integrated into the platform.
Challenge existing processes, vendor roadmaps, or architectural assumptions to identify fundamentally better approaches and provide supporting analysis.

Requirements

10+ years of experience in technical program or engineering program management, delivering large, complex, cross-functional initiatives end-to-end.
5+ years of direct people management, including hiring, developing, and leading program managers or comparable senior individual contributors across geographically dispersed teams.
Demonstrated ownership of program or portfolio budgets, including forecasting, cost allocation, TCO, and ROI evaluation.
Comfortable owning accountability without full control of the resources delivering the work.
Hands-on experience applying Generative AI tools and LLMs to program execution in areas such as technical documentation, automated status reporting, data synthesis, or decision support.
Strong technical fluency; able to engage directly with engineers and architects, challenge assumptions, and understand the execution details.
Exceptional written and verbal communication skills, with proven experience presenting to and influencing executive leadership.
Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
Experience delivering large-scale platform migrations or legacy modernization while maintaining business continuity.
Experience with agentic AI, LLM-powered workflows, or conversational AI in a production customer-facing environment.
Experience partnering on vendor selection, contract negotiation, and licensing strategy for enterprise software.
Experience with capacity-based staffing models and onshore/offshore optimization.
Familiarity with data-driven decision-making; comfortable using usage, quality, and cost metrics to guide program direction.
Sharp analytical mindset and a bias toward simplifying rather than adding process.
Experience in the contact center domain: CCaaS platforms, telephony and routing architecture, workforce management, or agent-facing systems.

Skills

Generative AI
Agentic tooling
AI capabilities
Technical program management
Engineering program management
People management
Budget ownership
Forecasting
Cost allocation
TCO evaluation
ROI evaluation
LLMs
Technical documentation
Automated status reporting
Data synthesis
Decision support
Technical fluency
Communication skills
Influencing executive leadership
Platform migrations
Legacy modernization
Business continuity
Conversational AI
Vendor selection
Contract negotiation
Licensing strategy
Capacity-based staffing models
Onshore/offshore optimization
Data-driven decision-making
Analytical mindset
Process simplification
Contact center domain
CCaaS platforms
Telephony architecture
Routing architecture
Workforce management
Agent-facing systems

Location

Global

Work Type

Full-time

Experience Level

Manager
10+ years of experience
5+ years of direct people management

Education Level

Bachelor's degree in Computer Science, Engineering, or a related technical field
Master's degree in Computer Science, Engineering, or a related technical field
Equivalent practical experience

About the Company

Apple's Information Systems and Technology (IS&T) organization is the engine behind everything Apple does for customers and for the people who build for them.
IS&T supports 2.5 billion active Apple devices, processes billions of secure transactions, and ensures the flawless operation of technology that defines modern life.
At Apple, we innovate, create, and redefine what's possible, obsessing over the smallest details to create experiences that amaze, inspire, and connect.