Apple

People Services & Support Technology Lead

Apple$125K — $150K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years managing technology for HR Shared Service Center
  • Experience as product owner or HR technology strategist
  • 5+ years of ServiceNow HRSD experience
  • ServiceNow Certified Implementation Specialist (CIS) in HRSD
  • Proven experience leveraging GenAI for HR solutions
  • Strong relationship management skills with stakeholders
  • Experience in cross-functional team collaboration

Responsibilities

  • Translate HR strategy into technical roadmaps and actionable initiatives
  • Align technology solutions with business needs and objectives
  • Drive execution of technology projects to deliver measurable outcomes
  • Lead multi-channel HR service delivery initiatives including chat and case management
  • Collaborate with HR leaders to enhance technology effectiveness
  • Evaluate solution options and develop strategic business cases
  • Facilitate effective communication with technical and non-technical audiences

Benefits

  • Chance to work with emerging AI technologies
  • Opportunity for leadership and team mentoring
  • Engagement with strategic business stakeholders
  • Exposure to cross-functional teams and technologies
  • Potential for global impact on HR solutions
Full Job Description
Description

The People Technology team is seeking a technology expert who translates HR functional strategy into product delivery, owning the roadmap and execution across our People Services & Support Technology suite of products.

This People Services & Support Technology lead serves as the strategic bridge between business leadership and technology, translating business strategy, priorities, and operational needs into clear technical requirements and executable initiatives.

This role partners closely with business stakeholders and technology teams to define what the business needs, align technology solutions to those needs, and drive execution through delivery. They ensure initiatives remain aligned to business objectives, requirements are understood and prioritized, and technology outcomes ultimately deliver measurable business value.

This role is a multi-faceted leadership role that requires deep functional partnership, extensive HR shared services expertise, robust ServiceNow HRSD knowledge, and the ability to translate strategic objectives into tangible technology and business outcomes.

The ideal candidate possesses profound experience in multi-channel HR service delivery, encompassing AI-powered agents, chat, phone, and case management. Additionally, they should demonstrate a proven track record of leveraging emerging AI capabilities to modernize and enhance the employee support experience. You will work closely with HR business leaders, People Technology partners, and a talented product and execution team to ensure our technology is always working in service of the business.

Minimum Qualifications

10+ years of direct experience managing a diverse technology portfolio for an HR Shared Service Center Experience in a product owner, functional lead, or HR technology strategy role

Experience managing a multi-channel suite of technology products including self-service, virtual and live assisted chat, phone/IVR, and case management

5+ years of ServiceNow HRSD product experience

ServiceNow Certified Implementation Specialist (CIS) - HRSD certification.

Experience using GenAI to develop innovative solutions for HR Contact Centers

Proven track record of partnering with HR business leaders to deliver technology outcomes

Ability to build and maintain strong relationships in order to manage a multi-product roadmap and influence stakeholders across HR and IT.

Experience working with cross-functional teams

Willingness to lead work of others, including contractors, enabling a high performing and cohesive team

Experience presenting to senior leadership and the ability to adjust communication approach for both technical and non-technical audiences.

Proven capability delivering global, enterprise HR solutions that balance an exceptional support experience and complex compliance requirements

Experience evaluating solution options and formulating business cases

Ability to use data and analysis to drive decision-making

Outstanding communication and facilitation skills

Proven success in creating efficient business processes and willing to challenge the status quo

Demonstrated ability to complete multiple tasks under pressure

Drives change laterally across regions and organizations using influence skills

Thrives in ambiguous work environment

Leadership and mentoring abilities.

Ability to collaborate with team members in a virtual setting.

Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.

Preferred Qualifications

Advanced certifications in project management (e.g., PMP, Agile certifications) or HR management (e.g., SHRM, PHR/SPHR) are a plus

Experience with integrations between ServiceNow HRSD and other HR systems (e.g., Workday)

Experience with data privacy and security regulations (e.g., GDPR, CCPA)

Familiarity with Workday or similar HCM platforms preferred

Master's degree preferred

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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