Engineering Program Manager- Customer Systems

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here. At Apple, we firmly believe that hard work, a vibrant work environment, creativity, and innovation are the driving forces behind the ultimate customer experience. We recognize that every customer interaction presents an opportunity to delight, engage, and encourage. By meticulously focusing on the smallest details, we can make significant impacts on our customers’ experiences. Join Apple’s Customer Systems team as an Engineering Program Manager. Our team specializes in building CRM solutions that empower customers to reach out to Apple and seek assistance with their needs or solutions to their problems. If you possess a unique perspective, a comprehensive understanding of program management, and the ability to influence and inspire, this role might be an excellent fit for you!

Description

The Customer Systems Contact Center Product Engineering team is responsible for developing CRM solutions for various contact centers within the company. As an Engineering program manager in this team, you will collaborate with multiple teams to bring innovative solutions to life, enabling Apple to deliver exceptional experiences to its customers.

Minimum Qualifications

8+ years of experience in technical program or project management 4 years minimum experience in Contact Center or related large-scale, customer-facing systems domains Proven experience managing large, cross-functional engineering programs on high-profile, critical projects Proven experience managing large, cross-functional engineering programs on high-profile, critical projects Able to facilitate and influence architecture and design discussions The ability to empower, mentor, and lead geographically dispersed teams A self-motivated individual with excellent time and project management skills. Proven expertise to excel in a cross-functional team on high-profile, critical projects Bachelor’s or Master’s degree in Computer Science or a related field, or equivalent experience.

Preferred Qualifications

2+ years of experience managing Gen AI programs Familiarity with AI/ML delivery lifecycles and LLM evaluation practices Excellent communicator — verbal and written — with strong presentation skills Knowledge of visual design tools is a plus