Manager, Engineering Program Management — Customer Systems
Core
Lead a team of Engineering Program Managers delivering complex, multi-year platform initiatives for Apple's global contact center footprint (AppleCare and Retail).
Role type
Manager, Engineering Program Management
Builds
Next generation contact center solutions and platform services
Domain
Enterprise technology / Contact Center / Generative AI
Deliverable
production ML models
Required skills
Technical program management, People management, Budget ownership, Generative AI adoption, Technical fluency, Executive communication
Preferred skills
Platform migrations, Agentic AI, Vendor selection, Capacity-based staffing, Data-driven decision-making, Contact center domain expertise
Technologies
Generative AI, LLMs, Agentic tooling
Responsibilities
Own portfolio roadmap and delivery, Manage team health and budget/TCO, Partner with engineering and business stakeholders, Drive GenAI adoption to reduce administrative overhead, Challenge existing processes and architectural assumptions
Seniority
Manager, hands-on IC with people leadership
