The Partner Support Optimization team will focus on scaling partner support operations, improving efficiency, and overseeing global workforce planning and BPO management for Apple Pay & Wallet and other Apple Services. This team will build on the success of Wallet's Global Partner Support in FY25 and drive pivotal initiatives to deliver best-in-class partner experiences. The Senior Manager will lead this team, driving operational transformation, optimizing vendor partnerships, and ensuring the right structure and resources are in place to support a rapidly expanding partner ecosystem. Apple Services is seeking a strategic, people-first leader to head our newly formed Partner Support Optimization team. This senior manager will be responsible for scaling partner support operations, improving efficiency across systems and processes, and overseeing workforce planning to support Apple Pay & Wallet's global expansion. Building on the solid foundation established by Wallet's Global Partner Support efforts in FY25, this team will play a critical role in evolving how we support our growing ecosystem of partners. The team will own BPO management, drive operational scalability, and enhance the support experience across markets. The ideal candidate will bring deep expertise in operational leadership, a passion for delivering frictionless partner experiences, and a demonstrable ability to lead enterprise change and high-performance teams. This team will also play a strong role in business and capital planning for Partner Operations and drive strategic projects across the partner lifecycle.
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Description
Lead and inspire the Partner Support Optimization team by developing people, processes, and performance systems that scale with a growing global partner portfolio. Define and implement the vision for Partner Support, integrating digital solutions, process design, automation, and global workforce strategy aligned with business objectives. Oversee workforce planning and vendor/BPO management to ensure a scalable, cost-effective resourcing model. Drive operational excellence through centralized initiatives that enhance efficiency, simplify support models, and improve partner outcomes. Collaborate multi-functionally with Product, Engineering, Business Process Optimization, Regional Operations, and Support teams to deliver a world-class partner support experience. Lead large-scale transformation initiatives, managing change across technologies, regions, and functions. Develop and implement performance measurement frameworks to assess impact, improve service delivery, and drive continuous improvement. Build and maintain strong internal and external partnerships, serving as a trusted advisor on partner support operations and scalability. Leadership & Strategy Demonstrable ability to lead high-performing, innovative teams and drive enterprise-level transformation across partner or platform ecosystems. Strong strategic approach with a demonstrated ability to connect big-picture vision with operational execution. Skilled communicator and influencer with a track record of engaging multi-functional leaders and teams across global organizations.
Minimum Qualifications
- 7+ years of experience in operations strategy, partner management, or workforce planning within tech, FinTech, or digital services.
- 3+ years leading and developing high-performing teams in global, matrixed environments.
- Proven track record in managing transformation initiatives, B2B partner support, and platform-integrated operations.
- Experience overseeing large-scale vendor or BPO partnerships.
- Bachelor's degree in Business, Operations, Engineering, or related field (or equivalent experience).
Preferred Qualifications
- Lean Six Sigma, or related certifications.
- Familiarity with workforce planning systems and performance analytics.
- Experience in the payments or financial services industry.
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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