Apple

Manager, Engineering Program Management - Customer Systems

Apple$135K — $160K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in technical or engineering program management with end-to-end initiative delivery.
  • 5+ years of managing and developing program managers across global teams.
  • Experience owning program budgets, forecasting, and cost evaluation.
  • Ability to take accountability without direct resource control.
  • Hands-on experience with Generative AI tools in program execution.
  • Strong technical fluency to engage with engineers and challenge assumptions.
  • Exceptional communication skills, with a track record of influencing executives.
  • Bachelor's or Master's degree in Computer Science, Engineering, or equivalent.

Responsibilities

  • Lead a team of Engineering Program Managers on complex platform initiatives.
  • Own the portfolio roadmap and driving successful project delivery.
  • Monitor team health and manage the overall budget of the portfolio.
  • Collaborate with engineering, architecture, and business partners to translate strategy into actions.
  • Drive the integration of Generative AI tools within project workflows.
  • Challenge existing processes and assumptions to find better solutions.
  • Oversee the execution of the portfolio to ensure alignment with business objectives.

Benefits

  • Opportunity to work at a leading technology company.
  • Collaborate with cross-functional teams across a global footprint.
  • Engagement in cutting-edge Generative AI technologies.
  • Participation in strategic decision-making on large-scale initiatives.
  • Chance to influence the development of innovative contact center solutions.
Full Job Description
The 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.

Description

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 portfolio's overall budget and total cost of ownership.

This 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 support.

Generative 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.

Minimum Qualifications

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 dig into how the work is being done, not only whether it shipped.

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.

Preferred Qualifications

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.

Certifications in Scrum (CSM), Agile, or Project Management (PMP) are a plus.

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.

About Apple

Apple is a corporation that designs, manufactures, and markets mobile communication and media devices, personal computers, portable digital music players, and sells a variety of related software, services, peripherals, networking solutions, and third-party digital content and applications. Apple provides many products and services, including iPhone; iPad; iPod; Mac; Apple TV; a portfolio of consumer and professional software applications; the iOS and OS X operating systems; iCloud; and accessories, service, and support offerings. It sells its products worldwide through its retail stores, online stores, direct sales force and third-party cellular network carriers, wholesalers, retailers, and value-added resellers to the consumer and also sells third-party iPhone, iPad, Mac and iPod compatible products, including application software and accessories through its online and retail stores. Introduced in 1984, the Macintosh was the first widely sold personal computer with a graphical user interface (GUI). That feature and others such as an improved floppy drive design and a low-cost hard drive that made data retrieval faster helped Apple cultivate a reputation for innovation. Apple was named as the most admired company in the United States in 2008 and in the world from 2008 to 2012 by the Fortune magazine. The company was founded by Steven Paul Jobs, Steve Wozniak, and Ronald Gerald Wayne on April 1, 1976, and is headquartered in Cupertino, California.

Apple Careers

Join Apple, a place where extraordinary people gather to do their best work. Our ever-expanding global team is at the forefront of innovation and leadership in the tech industry. At Apple, we're not just building products—we're crafting the kind of wonder that revolutionizes entire industries. It's the diversity of our people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Work You’ll Do Embark on a journey with Apple’s market-leading team to help some of the world’s most influential companies navigate their path to digital mastery with cutting-edge technology and services. Transform industries and touch lives with your unique ideas at Apple. Here, you’ll lead through a unique position at the intersection of technology, creativity, and robust industry expertise. Collaborate with a global team of professionals who are at the top of their game in technology and design. Apple isn’t just a company, it’s a community of innovators and passionate thinkers. Introducing the Apple Innovation and Leadership Initiative We are building a market-leading team to drive our efforts in delivering groundbreaking solutions and services. At Apple, job opportunities are abundant, offering you the chance to explore diverse roles from engineering to marketing, all designed to empower your career growth. Do Innovative Work Join the largest group of creative and technical experts in the world—professionals dedicated to redefining what’s possible through technology and innovation. Deliver targeted solutions through a depth and breadth of expertise that’s unmatched, driving forward our commitment to excellence and leadership in every project we undertake. Be Part of a Great Team Engage in a wide range of projects utilizing Apple’s technology and resources. Harness the unparalleled capabilities, global scale, and joint solution development that only Apple can offer. Future-Proof Your Career Advance your career with limitless opportunities at Apple. Go as far as your ambition takes you with unmatched training, development, and certification support. Explore Discover how Apple is leading the way in tech innovation: [With iOS] Businesses can streamline operations and enhance customer interactions... READ MORE Smart home technology integration that sets the standard for convenience and security... READ MORE The Apple Experience Our combined service capabilities, global scale, and joint solution development help clients overcome challenges and lead transformation in their industries. Clients worldwide look to Apple for new strategies and solutions that drive growth and innovation in the digital era. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Whether you’re seeking a professional role, an internship, or a leadership position, Apple offers a variety of employment opportunities. SEARCH APPLE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Apple, a company committed to diversity, innovation, and leadership. Explore job opportunities, employment benefits, and the culture of growth and innovation at Apple. Prepare your resume, hone your interview skills, and ready yourself for a career at one of the most prestigious companies in the world. Join us in pushing the boundaries of what is possible.
Learn more about Apple
Size
154,000 employees
Market Cap
$2,074.3 billion
Industry
Net Income
$63.9 billion
Founded
1976
5 Year Trend
+11.5%
Revenue
$294.1 billion
NASDAQ

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