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About the Role
Lead a team of Program Managers, Technical Product Managers, and Business Analysts to champion digital experiences for millions of customers across Apple Support app, Get Support web, and next-generation conversational platforms. Solve complex operational challenges, develop talent, and turn innovative technology into seamless customer journeys.
Responsibilities
- Lead the team responsible for optimizing, scaling, and executing customer-facing support journeys across primary digital support channels.
- Serve as the strategic operational bridge connecting Product Management, Engineering, Content Strategy, Retail, and Service Operations.
- Bring major product introductions, new feature integrations, and scalable customer experience optimizations to life.
- Foster a collaborative, inclusive environment where the team is empowered to solve complex problems, evolve admin optimization tools, and ensure flawless day-one readiness for new Apple products and global service expansions.
Requirements
- 7+ years of experience in digital program/project management, technical product operations, or related digital customer experience operations, with a strong focus on web and iOS applications.
- Proven experience leading, mentoring, or managing teams of program managers, technical PMs, or business analysts in a dynamic, high-volume environment.
- Demonstrated track record of managing complex, cross-functional digital initiatives from concept through global operational launch.
- Strong written, verbal, and executive presentation skills, with the proven ability to influence technical, product, and business partners across organizations.
- Strong analytical and problem-solving skills, with experience using data to identify root causes, extract actionable insights, and measure business impact.
Skills
- Digital program/project management
- Technical product operations
- Digital customer experience operations
- Web and iOS applications
- Team leadership
- Mentoring
- Management
- Cross-functional initiative management
- Written communication
- Verbal communication
- Executive presentation
- Influencing
- Analytical skills
- Problem-solving
- Data analysis
- Root cause analysis
- Actionable insight extraction
- Business impact measurement
- Conversational AI support
- Virtual assistant support
- LLM-driven self-service support
- Digital customer service operations
- Omni-channel support workflows
- Chat support
- Messaging support
- Web support
- On-device app support
- Retail/in-person support
- Contact center technologies
- Partnership with engineering/IT teams
- Complex backend architectures
- Business rules engines
- Data integrations
- High-velocity NPI readiness
- Critical incident ticketing operations
- Workflow automation
- Administrative tooling evolution
- Process optimization
Experience Level
- 7+ years
Education Level
- Bachelor’s degree in Business, Computer Science, Engineering, Marketing, or equivalent practical experience
- Advanced degree (MBA or MS) is a plus
About the Company
- AppleCare Digital team is looking for an inspiring and driven Manager of Digital Product Operations.