WPC Partner Ops Support & Optimization

Imagine what you could do here. The people here at Apple don't just create products - they create 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.

We are looking for a strategic and technically fluent Support Infrastructure Program Lead to design, implement, and manage our enterprise support tool ecosystem (including Sonar, Partner Hub, other intake platforms) and reporting frameworks. In this role, you will drive data-driven insights, automation, and continuous improvement across global partner operations. You will play a pivotal role in transforming support from reactive into a proactive driver of product and business roadmaps. Ultimately, your work will ensure that support processes are automated and measured, providing teams with the performance visibility needed to shift toward proactive, predictive issue resolution.

This position is located on-site at our Apple campus in Austin, TX.

Description

In this role, you will own the support tool strategy alignment, enabling reporting frameworks, automation workflows, and AI/ML initiatives representation. You will partner closely with IS&T, Product Engineering, Data Science, and Global Operations teams to drive operational velocity and high adoption rates of enterprise support tools. While you will not be responsible for core product engineering, basic ticket resolution, or vendor staffing, your strategic focus will encompass the core accountabilities below.

Responsibilities:

Support Tool Ecosystem & Platform Strategy

Manage the Support tools portfolio (Sonar, Nucleus, Dashboards, Chat).

Architect reporting frameworks for the organization and scale them to wider teams.

Lead AI/ML integration initiatives as the primary representative for the Support & Optimization organization.

Automation & Smart Routing

Implement predictive support and smart routing mechanisms.

Automate escalation processes and utilize system alerts (such as SOC issue routing).

Identify enhancements to drive improvements in customer satisfaction and service operations.

Continuous Feedback Engine

Formalize the process of turning support data into product insights.

Regularly feed trend data (e.g., confusing error messages, recurring integration blockers) back to Engineering and Product teams.

Engage with cross-functional teams to prioritize tool and process projects.

Tool Rollout & Change Management

Execute change management actions to break down regional silos during tool migrations.

Oversee tool rollouts and coordinate user acceptance testing (UAT).

Provide training, documentation, and break-fix support for new tool features.

Preferred Qualifications

Minimum Qualifications

Expertise in systems architecture, support tool data design, and technical fluency

Strong background in workflow automation, process engineering, and systems thinking

Demonstrated ability in strategic planning, root cause analysis, and feedback loop design

Proven track record in change management (including breaking down regional silos), overseeing tool rollouts, UAT coordination, and technical documentation

Strong cross-functional collaboration skills, with the ability to influence IS&T and Engineering tool roadmaps, operational processes, and AI/ML investment priorities

Strong decision-making skills regarding tool configuration, dashboard structures, data reporting standards, and automation rules

Bachelor's degree or equivalent experience