Director – People Planning Operations

Summary

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. We’re a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is inspired by a shared commitment to great work — and to each other. Because learning from the people here means we’re learning from the best. Retail Operations creates the tools and programs that empower our teams to provide, a one of a kind, only at Apple experience. We do this by obsessing over the employee and customer experience, and driving a global strategy that sets the bar. Apple Retail's People Planning Organization (PPO) shapes the future of workforce management and delivers optimized schedules and scheduling tools that enable incredible customer experiences everyday. This is a role for a strategic operator who sees around corners, can both dig into the details and elevate to set a strategic vision, and builds workforce solutions that scale intelligently across a global, complex, and matrixed organization. In this role, you will define the vision for how Apple plans, deploys, and optimizes its retail workforce, balancing customer experience, team engagement, and long-term business sustainability. You will lead through influence, listening to diverse stakeholders, translating strategic priorities into scalable programs delivered through Worldwide and Regional teams. You will also own operational execution at scale, while building a bench of leaders capable of sustaining excellence as the organization evolves.

Minimum Qualifications

15+ years of progressive experience in Retail Operations, Retail Stores, Contact Center or or high-volume customer service operations at scale 10+ years of experience leading leaders of leaders with demonstrated success developing talent and building succession depth Demonstrated success leading in large-scale, global, or matrixed organizations Proven ability to translate ambiguous business priorities into clear operational roadmaps and executable programs Strong cross-functional partnership and negotiation skills to bring together diverse stakeholders behind an aligned strategy Demonstrated ability to originate and lead innovative workforce strategies, rather than optimizing existing models Demonstrated agility in navigating complex business challenges and leveraging technology to deliver sustainable operational solutions Success evaluating tradeoffs between service levels, resourcing models, and operational investment to guide leadership decisions Track record of leading a large organization through real change management, adapting to new technology, tools, or organizational change with minimal ramp time

Preferred Qualifications

Working knowledge of how AI, machine learning, or advanced analytics are applied to workforce forecasting, scheduling, or demand planning Strong command of workforce analytics and data storytelling to influence long-term planning and executive decision-making Experience partnering with Finance, HR organizations, as well as regional or international teams (e.g., EMEIA, APAC) to define and localize global strategy Track record of challenging convention and driving strategic alignment with senior executives on forward-looking workforce models MBA or advanced degree a plus

Description

This role is responsible for leading the People Planning Organization (PPO), which includes Workforce Strategy and Planning. The leader sets the strategic direction for how Apple Retail plans, allocates, and optimizes workforce resources globally. The scope includes evolving planning tools and processes, enabling workforce flexibility, managing seasonal hiring strategies, and implementing organizational models that drive efficiency and improve business outcomes across multiple global regions. The role partners across Retail, Finance, and People teams to align operational plans, policies and programs with Retail’s strategic priorities. This role requires a strategic leader who thinks several steps ahead: anticipating where the business is headed, identifying where current models will break under scale, and designing the next generation of workforce strategy before it's needed. This leader must be a true people leader: someone who builds trust, develops talent, and creates the conditions for teams to do their best work in a complex and dynamic environment.

Responsibilities

Define and deliver a multi-year vision for Retail employee scheduling, anticipating shifts in business needs, technology, and customer expectations Identify and implement strategies that modernize scheduling, forecasting, and resourcing models, driving smarter allocation of workforce investment across the business Leverage cross-functional partnerships to sponsor and scale innovative workforce solutions across the enterprise Lead a complex business planning process tasked with optimizing weekly tasks and available resources Build and develop a multi-layer leadership team, embedding a culture of continuous improvement, forward-thinking problem solving and excellent execution. Partner with Regional leads to align global strategy with local execution, ensuring programs are both innovative and operationally sustainable Drive strategic workforce decisions with executive leadership, connecting design choices to broader business impact and long-term organizational success.