Engineering Program Manager - Customer Engagement Platforms

About the role

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? 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. Imagine what you could do here.We are seeking a passionate Engineering Program Manager (EPM) to lead and deliver complex programsacross our Contact Center Technologies platform.

What you'll do

• Lead end-to-end delivery of programs and projects on the contact centre technology platform, including newcapability rollouts, platform upgrades
• Define and manage program roadmaps, milestones, dependencies, budgets, and resource allocations withclear accountability frameworks (using RACI & OKRs)
• Drive cross-functional alignment between engineering, product, operations, and vendor teams from projectinception through Go-live and steady state
• Proactively identify, track, and mitigate risks and blockers; escalate appropriately with recommendedresolution paths
• Manage stakeholder communications including executive status reporting, sprint reviews, and governanceforums

What you need

• Customer service
• JIRA
• MS Project
• LLMs
• Confluence
• Escalation handling

Good to have

• AWS
• Power BI
• DynamoDB
• CI/CD
• Data privacy
• Incident response