Manager, Engineering Program Management — Customer Systems

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world Join Apples Information Systems and Technology (ISu0026T) organization. ISu0026T is the engine behind everything Apple does for customers and for the people who build for them. Its Apples central nervous system. Supporting 2.5 billion active Apple devices processing billions of secure transactions and keeping the technology that defines modern life running flawlessly ISu0026T makes the impossible feel effortless.u2028u2028nnDo you love building solutions to handle global complexity and immense scale Imagine what you could do Apple we dont just work. We innovate create and redefine whats possible. Every customer interaction is a chance to amaze inspire and connect and by obsessing over the smallest details we create experiences that leave a lasting Customer Systems Platform Services team builds the next generation of contact center solutions at Apple. These platforms carry hundreds of millions of customer contacts a year across AppleCare and Retail. We are looking for an exceptional leader to build and lead our Engineering Program Management team: someone with a sharp technical mind real financial and operational rigor and the conviction to challenge how things have always been done.

As the Manager of Engineering Program Management for Customer Systems you will lead a team of Engineering Program Managers delivering complex multi-year platform initiatives across a global contact center footprint. You will own the portfolio roadmap and delivery the health of the team behind it and the portfolios overall budget and total cost of ownership. nnThis role sits at the intersection of engineering architecture and business partnering daily with Engineering leaders Solution Architects business stakeholders and finance partners to turn strategy into executable roadmaps across the business units we AI is central to how this team operates and what it delivers. You will drive adoption of GenAI and agentic tooling so your team spends its time on judgment rather than administration and you will be a credible partner to Engineering on the AI capabilities being built into the platform itself. Above all we are looking for someone who challenges the norm who looks at an accepted process vendor roadmap or architectural assumption and asks whether there is a fundamentally better way then builds the analysis to prove it.

10 years of experience in technical program or engineering program management delivering large complex cross-functional initiatives end-to-end.n5 years of direct people management including hiring developing and leading program managers or comparable senior individual contributors across geographically dispersed ownership of program or portfolio budgets including forecasting cost allocation TCO and ROI owning accountability without full control of the resources delivering the -on experience applying Generative AI tools and LLMs to program execution in areas such as technical documentation automated status reporting data synthesis or decision technical fluency; able to engage directly with engineers and architects challenge assumptions and dig into how the work is being done not only whether it written and verbal communication skills with proven experience presenting to and influencing executive or Masters 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 with agentic AI LLM-powered workflows or conversational AI in a production customer-facing partnering on vendor selection contract negotiation and licensing strategy for enterprise with capacity-based staffing models and onshore/offshore with data-driven decision-making; comfortable using usage quality and cost metrics to guide program in Scrum (CSM) Agile or Project Management (PMP) are a analytical mindset and a bias toward simplifying rather than adding in the contact center domain: CCaaS platforms telephony and routing architecture workforce management or agent-facing systems.