The Manager of Engineering Program Management for Customer Systems will lead a team responsible for delivering complex, multi-year platform initiatives across Apple's global contact center footprint. This role involves partnering with engineering leaders, architects, and business stakeholders to create executable roadmaps that align with strategic goals. The focus is on driving the adoption of Generative AI tools to enhance program execution and challenge existing processes. The ideal candidate will possess strong technical fluency and exceptional communication skills to influence executive leadership.

• 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 experience, 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.
• Hands-on experience applying Generative AI tools and LLMs to program execution in areas such as technical documentation, automated status reporting, data synthesis, or decision support.
• Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

• Lead a team of Engineering Program Managers to deliver complex platform initiatives.
• Own the portfolio roadmap and delivery, ensuring the health of the team and managing the overall budget.
• Partner with engineering leaders, solution architects, and business stakeholders to turn strategy into executable roadmaps.
• Drive the adoption of Generative AI and agentic tooling within the team.
• Challenge existing processes and assumptions to identify fundamentally better ways of working.

• Employees at Apple are often offered comprehensive benefits that support physical and mental well-being—flexible medical plans, confidential counseling, onsite wellness centers at major campuses, and resources for fitness and daily life. Families typically receive fertility support, paid parental leave with gradual return, caregiving leave, and dependent-care guidance, while financial perks commonly include stock grants (with purchase discounts), 401(k) matching, and income-protection coverage. Employees also see robust time off, Apple University learning and tuition reimbursement, donation matching and paid volunteer hours, and deep product and partner discounts.