Engineering Project Manager

Summary

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 believe hard work, a vibrant working environment, creativity, and innovation are the forces that drive an exceptional customer experience. We treat every customer interaction as an opportunity to delight, engage, and inspire, knowing that obsessing over the smallest details creates the largest impact. Our Customer Systems organization is not just another team: we are a motivated, fast-paced, ever-evolving and closely knit group that builds ultra-fast, thoughtfully designed, carefully crafted solutions, and we are always looking to scale new heights.

Minimum Qualifications

* 10+ years of technical program/project management experience delivering complex, multi-stakeholder programs with cross-functional teams on time and within scope. * Proficiency in Agile (Scrum/Kanban), waterfall, and hybrid delivery methodologies with tooling such as Jira, Confluence, Smartsheet, or MS Project. * Command of program governance frameworks: dependency mapping, risk registers, change management, and stakeholder engagement plans. * Proven ability to lead and influence engineering teams, product owners, and business stakeholders without direct authority. * Excellent written, verbal, and organisational skills, tailoring messaging from engineering detail to executive summary with a collaborative ownership mindset. * Strong architectural knowledge to understand delivered solutions and represent the team independently in business conversations. * Hands-on software development and operations skills (source control, debugging, testing, deployment, monitoring) to rally a team through incident and release management. * Self-motivated and analytical, comfortable managing vendors and SOW negotiations across multiple concurrent global programs in ambiguous, fast-moving environments.

Preferred Qualifications

* Good understanding of GenAI tools usage in all phases of SDLC & be able to apply to Project/ProgramManagement. * Experience working in a cross-functional, time-zone distributed team environment. * Ability to read and reason about system architectures, API contracts (REST/SOAP), data flows, and configuration schemas — sufficient to engage credibly with engineering teams, challenge technical estimates, and assess risks. * Experience partnering with Quality, Compliance, and Legal teams on initiatives involving GDPR, accessibility, and related standards. * Experience working with vendors and contractors. * Engineering/Technical background preferred.

Description

We are now seeking a passionate Engineering Program Manager to lead and deliver complex programs across our Customer Experience Engineering team. The role sits at the intersection of technology leadership and operational excellence, owning the full lifecycle of initiatives spanning our enterprise contact centre stack and managing technology programs across the applications and products that power Customer Experience engineering. The ideal candidate brings domain expertise in technical program management within a highly cross-functional, multi-faceted business organisation, a strong understanding of the evolving customer service and systems interaction paradigm, and the discipline to drive multi-workstream initiatives across business units. You are a critical problem solver with a genuine passion for user experience and process excellence, comfortable with cutting-edge technologies, and able to articulate complex technical challenges clearly to both technical and non-technical audiences. You will own the entire lifecycle of large-scale projects delivered across CXE team areas. You will be in the driver's seat throughout, from business requirements analysis and technical design discussions covering API contracts, data models, and integration patterns, through to testing and partner collaboration. This is not about checking tasks off a list; it is about your ability to lead and deliver on every aspect of the program. You will employ innovative techniques and work collaboratively with team members and business stakeholders across the full development lifecycle, including requirements analysis, design, development, deployment, testing, and maintenance. You will partner with world-class engineers and cross-functional teams to identify bottlenecks, instrument and analyse systems for performance and reliability, and deliver scalable, intuitive solutions that elevate how customers connect with Apple. Beyond delivery, you will become the product champion, managing product evolution and defining and owning a multi-year product roadmap that shapes where these platforms go next.

Responsibilities

* Own end-to-end program delivery across Customer Experience engineering, including new capability rollouts, platform upgrades, and integrations spanning multiple business units, from inception through go-live and steady state. * Define and manage program roadmaps, developing project plans that cover scope definition, schedule breakdown, milestones, dependencies, quality criteria, budgets, and resource allocation, with clear accountability frameworks such as RACI and OKRs. * Drive cross-functional alignment between engineering, product, operations, business, and vendor teams, collaborating expertly on innovative solutions, requirements, scope, and project deliverables. * Proactively identify, track, mitigate, and communicate risks, issues, and blockers across all areas of the project, escalating appropriately with recommended resolution paths. * Prioritise competing issues and team activities, negotiating and setting appropriate expectations with team members, stakeholders, and senior management, and driving issues to resolution. * Manage stakeholder communications, including executive status reporting, sprint reviews, and governance forums, translating complex technical topics for both technical and non-technical audiences. * - Partner with architects and engineering leads to evaluate, plan, and govern platform customisations, API integrations, and configuration changes built on top of vendor platforms. * Ensure technical delivery quality through oversight of design reviews, testing phases, and go-live readiness checklists tailored to contact centre environments.