Engineering Project Manager-Customer Systems - Support Engineering Solutions

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, new ideas quickly become extraordinary products, services, and customer experiences. It's the diversity of our people and their thinking that drives the innovation behind everything we do — here, you'll do more than join something, you'll add something. The IS&T Customer Systems team designs, builds, and maintains the business applications that power AppleCare's global support operations, enabling millions of customer interactions every day. We're looking for an Engineering Project Manager to lead the delivery of these critical applications from concept to launch — partnering closely with engineering, design, and business stakeholders across AppleCare Business Org to plan, coordinate, and drive complex technical projects that ship on time and with excellence.

Minimum Qualifications

Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent work experience. 5+ years of experience in engineering project management, program management, or related technical delivery roles. Demonstrated experience managing software development projects from initiation through delivery. Strong understanding of software development lifecycle (SDLC) and project management methodologies (Agile/Scrum, Waterfall, or hybrid).

Preferred Qualifications

Experience supporting enterprise business applications within a customer support or service operations environment. PMP, CSM, or other relevant project/program management certification. Familiarity with AppleCare business processes or similar customer service organizations. Experience with project management and collaboration tools (e.g., JIRA, Confluence, Smartsheet). AI tooling fluency, including status reporting automation, risk prediction, meeting summarization, and spec drafting with LLMs. Experience coordinating delivery for AI/ML-enabled features, including familiarity with data readiness, model evaluation cycles, and phased rollout practices, is a plus.

Description

The Engineering Project Manager will lead cross-functional planning and execution for business applications supporting AppleCare Business Org. This role partners with engineering, product, and business stakeholders to scope projects, manage timelines, and ensure high-quality delivery. The ideal candidate is a clear communicator who can translate business needs into actionable engineering plans, track progress across concurrent initiatives, and proactively resolve roadblocks — while leveraging modern AI tooling to increase efficiency and visibility across the team.