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Manager, Engineering Program Management — Customer Systems

Apple· Software and Services
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Hybrid (Austin)Full-timePosted 2mo ago

About the role

Lead a team of Engineering Program Managers delivering complex, multi-year platform initiatives across a global contact center footprint. Own the portfolio roadmap, budget, and team health, partnering with engineering, architecture, business stakeholders, and finance to turn strategy into executable roadmaps. Generative AI is central to operations and delivery, with a focus on adopting agentic tooling and integrating AI capabilities into the platform.

Responsibilities

  • - Lead a team of Engineering Program Managers delivering complex, multi-year platform initiatives across a global contact center footprint.
  • - Own the portfolio roadmap and delivery, the health of the team, and the portfolio's overall budget and total cost of ownership.
  • - Partner daily with Engineering leaders, Solution Architects, business stakeholders, and finance to translate strategy into executable roadmaps across supported business units.
  • - Drive adoption of Generative AI and agentic tooling to shift time from administration to judgment, and partner with Engineering on AI capabilities in the platform.
  • - Challenge established processes, vendor roadmaps, or architectural assumptions and build analyses to prove better approaches.

Qualifications

  • - 10+ years of experience in technical program or engineering program management, delivering large, complex, cross-functional initiatives end-to-end.
  • - 5+ years of direct people management, including hiring, developing, and leading program managers or comparable senior individual contributors across geographically dispersed teams.
  • - Demonstrated ownership of program or portfolio budgets, including forecasting, cost allocation, TCO, and ROI evaluation.
  • - Comfortable owning accountability without full control of the resources delivering the work.
  • - Hands-on experience applying Generative AI tools and LLMs to program execution (e.g., technical documentation, automated status reporting, data synthesis, decision support).
  • - Strong technical fluency; able to engage with engineers and architects, challenge assumptions, and analyze how work is done.
  • - Exceptional written and verbal communication skills with experience presenting to and influencing executive leadership.
  • - Bachelor’s or Master’s degree in Computer Science, Engineering, or related technical field, or equivalent practical experience.
  • - Experience delivering large-scale platform migrations or legacy modernization while maintaining business continuity.
  • - Experience with agentic AI, LLM-powered workflows, or conversational AI in production customer-facing environments.
  • - Experience partnering on vendor selection, contract negotiation, and licensing strategy for enterprise software.
  • - Experience with capacity-based staffing models and onshore/offshore optimization.
  • - Familiarity with data-driven decision-making; comfortable using usage, quality, and cost metrics to guide program direction.
  • - Certifications in Scrum (CSM), Agile, or Project Management (PMP) are a plus.
  • - Sharp analytical mindset and bias toward simplifying rather than adding process.
  • - Experience in the contact center domain: CCaaS platforms, telephony and routing architecture, workforce management, or agent-facing systems.

Skills

Required:Program managementPeople managementBudgeting and financial management
Last updated Aug 21, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

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