Change Management Lead - US Channel Sales BPR

Summary

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. Are you passionate about driving user adoption of new processes and systems? Do you enjoy optimizing how teams and partners work? Are you intellectually curious and like to get things done? Apple's Sales organization generates the revenue needed to fuel our ongoing development of products and services. This, in turn, enriches the lives of hundreds of millions of people around the world. At the end of the day, we are here to grow Apple's business through partnering with our channel sales teams.

Minimum Qualifications

Typically requires 7+ years experience in Project Management, Change Management or related experience Knowledge and experience of practical implementation of change management principles, methodologies and tools, including assessing change readiness Past experience with waterfall and agile delivery models Experience leading large-scale organizational change efforts, including adoption of new systems and processes Experience project managing enhancements or releases with product and engineering teams, from intake and prioritization through scoping and release coordination Ability to interact with and effectively communicate with a wide range of technical and business teams, and naturally adjusts communications and messaging for the intended audience Ability to establish trust and credibility, and to influence cross-functional and partner-facing stakeholders toward a common goal Curious, eager to understand the business processes and systems that are relevant to a project Exceptional written and verbal communication and presentation skills, to a wide variety of audiences at varying seniority Strong attention to detail; organized, with the ability to operate at both a strategic and tactical level, deep-dive into operational detail as needed, and turn strategy into tangible deliverablesBachelor’s degree or equivalent experience

Preferred Qualifications

Change management certification (such as PROSCI) or other designation desirable Demonstrated use of AI tools to create training materials and communications, and to automate repeatable work Experience leading change for Sales or Sales Operations stakeholders Advanced degree a plus

Description

As part of the US Business Process Re-engineering (BPR) team, this role will focus on the people side of change, including the business processes, systems, and technologies impacting teams in US Business Channel Sales. You will be focused on assessing change readiness, driving user adoption, and delivering operational excellence, including but not limited to working closely with the global change team to support the creation and delivery of change. This role is focused on optimizing internal workflows, empowering business partners to succeed, and driving continuous improvement across systems and technologies. This is a great opportunity for someone looking to play a key role in implementing fast and effective change across regional and global teams in Apple Sales.

Responsibilities

Design and lead onboarding programs that drive partner and internal user adoption of new BPR-led tools, systems, and process changes. Own end-to-end user experience for partner-facing systems: identify friction points, prioritize fixes, and drive optimization with the relevant tech partners. Partner with Sales and Technical Support to streamline the support experience and reduce escalation friction for partners and internal teams. Build training, documentation, and communication plans that shorten time-to-adoption for new releases, including localization considerations, leveraging AI tools where they add speed and quality. Capture and act on user feedback to continuously refine onboarding and adoption strategy. Identify recurring support themes and convert them into process, tooling, or documentation fixes. Define and measure success metrics for user adoption and support operations (adoption rates, SLAs, ROI, ticket aging) across the capabilities deployed in region. Drive continuous improvement initiatives that reduce support burden and expand partner self-service. Manage a cross-functional change roadmap spanning multiple initiatives; coordinate prioritization, communication, business readiness, deployment plans, and stakeholder adoption. Partner with cross-functional teams to pilot new experiences, gather field feedback, identify process gaps, and support successful change rollout. Project manage the Partner Gateway enhancement pipeline, including intake, prioritization, scoping, and release coordination with product and engineering teams. Apply AI tools to automate repeatable work across onboarding, Partner Gateway support triage, change roadmap tracking, and reporting, reducing manual effort and freeing time for adoption and process work. Identify, pilot, and scale AI use cases across adoption, support, and enhancement intake; measure time saved and adoption results, and partner with the AI adoption team on rollout.