Maps Operations Program Lead

Apple Maps is the foundational technology that powers geo-experiences within Apple's ecosystem and beyond. The Apple Maps team includes skilled engineers, GIS specialists, data scientists, program managers, quality engineers, and our world-class operations and collections specialists.

The Maps Operations team is looking for a highly motivated operations program lead to join our dynamic team. This role focuses on enhancing Maps' data, managing project executions, driving user experience improvements and identifying automation opportunities to streamline processes.

You'll work with product, engineering, operations and leadership teams connecting insights from internal processes and challenges. Your work will ensure a seamless feedback loop, helping us deliver exceptional service and high quality output while continuously improving and scaling our systems.

Description

As part of the Maps Operations team, you'll play a critical part in shaping the efficiency and quality of our customer operations. You will help lead projects providing a world class experience to our users, work cross functionally with our cross functional teams to help streamline process and drive improvements that enhance the user experience. This role is ideal for someone who thrives in a fast pace environment and can think outside the box.","responsibilities":"Monitor and control large scale operations programs, ensuring consistent, high-quality service delivery.

Partner with product and engineering to provide operational input on new features including testing in QA environments

Collaborate with the data and analytics team to define and track metrics related to customer satisfaction, efficiency and operational health.

Support tooling and system improvements partnering with engineering teams.

Create and maintain internal documentation on training/policies and escalation handling.

Identify ares of opportunities in workflows and partner with relevant stakeholders to implement automation solutions.

Manage and support vendor teams operating in different timezones, ensuring alignment on quality and productivity.

Own and resolve complex customer escalations internally and externally

Analyze user feedback and internal data on trends to improve the end to end user experience.

Preferred Qualifications

Degree or equivalent experience preferred

Familiarity and deep interest in applied AI, ML, and LLM technologies.

Experience leading cross-functional initiatives

Minimum Qualifications

3+ years in an operations, customer support, or program management role

An upbeat spirit of passion, energy, and enthusiasm.

Ability to learn quickly on the job, and enjoy problem solving.

Direct project management experience with a focus on Customer Service.

Excellent written and verbal communication skills with meticulous attention to detail.

Demonstrated creative and innovative problem solving and willingness to take the lead where needed.

Ability to successfully organize, prioritize and manage multiple projects under strict deadlines.

Ability to collaborate and work productively across large teams in multiple timezones.

Strong problem-solving skills and a user-first mindset.

Experience managing customer escalations or sensitive cases.

Proficiency in analyzing data to identify trends and recommended improvements.

Excellent presentation skills to all levels of an organization

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 .

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $101,200 and $197,500, and your base pay will depend on your skills, qualifications, experience, and location.