Contact Center Tools Project Support Manager

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Apple crafts products that revolutionize industries. Their diverse people and ideas inspire innovation in technology and environmental efforts. Join Apple and help leave the world better. The AppleCare Support Programs team seeks a manager to lead a team focused on release management, readiness, and change management for Core, AppleCare contact center's CRM, and additional tools. This role ensures application quality and prepares the user base for release changes. Close collaboration with key partners across AppleCare, IS&T, Engineering, Privacy, Legal, Security, and other Apple teams is required.

Description

This role requires managerial, program management, project management, and technical expertise. You'll advise on tool release schedules and scope, coordinate change management and readiness activities, establish best practices for release management, change management, and readiness, partner with AppleCare Support Operations to improve issue escalation and resolution, and collaborate with teams across AppleCare, IS&T, and other Apple teams to align projects to timelines or adjust schedules for organizational needs. We seek a highly motivated individual with experience in development operations or software development lifecycle management. You'll quickly grasp technical concepts, adapt to change, and bridge business units. Lead a high-performing team of program owners and project managers across diverse projects.

Minimum Qualifications

• BA or BS degree
• 8+ years of project management experience, with at least 2 years focused on development operations or software development lifecycle management
• 2+ years of people management experience
• Skilled in translating technical concepts for non-technical audiences
• Demonstrated success leading large, cross-functional teams within contact centers or support organizations, focusing on DevOps, Readiness, Change Management, or software development lifecycle management
• Effective communicator conveying complex information globally and synthesizing insights for senior leadership
• Expertise in using data to drive actionable insights
• Self-starter with a focus on innovation, integrity, and attention to detail
• Strong organizational and documentation abilities
• Creative problem-solver comfortable navigating ambiguity
• Proficient in system implementation and development life cycles

Preferred Qualifications

• MS degree or MBA
• Experience crafting process flows and optimization models
• Ability to build and maintain strong cross-functional relationships
• Skilled facilitator for brainstorming, requirements gathering, and design thinking sessions with end users
• Vendor management experience, including relationship building, forecasting, purchase orders/invoicing, and contract management/negotiation

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .

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Client-provided location(s): Cary, NC

Job ID: apple-200615130

Employment Type: OTHER

Posted: 2025-08-08T16:11:21