Change Management Lead, US Channel Sales BPR

Apple•Cupertino, CA

About The Position

The Change Management Lead will support Apple’s US Business Process Re-engineering (BPR) team, focusing on the people side of change across business processes, systems, and technologies used by US Business Channel Sales. The role assesses change readiness, drives user adoption, and delivers operational excellence in partnership with the global change team and cross-functional stakeholders. The position focuses on optimizing internal workflows, improving partner-facing systems and support experiences, and enabling business partners to succeed. It leads onboarding and adoption programs, manages a change roadmap and Partner Gateway enhancement pipeline, and uses user feedback and operational metrics to guide continuous improvement. The role also identifies and scales AI use cases to automate repeatable work across onboarding, support triage, roadmap tracking, and reporting.

Requirements

Typically requires 7 or more years of experience in project management, change management, or related experience.
Knowledge and experience implementing change management principles, methodologies, and tools, including assessing change readiness.
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 communicate effectively with a wide range of technical and business teams and adapt messaging to the intended audience.
Ability to establish trust and credibility and influence cross-functional and partner-facing stakeholders toward a common goal.
Curiosity and eagerness to understand relevant business processes and systems.
Exceptional written, verbal, and presentation skills for audiences with varying levels of seniority.
Strong attention to detail and organizational skills, with the ability to work strategically and tactically, dive into operational detail, and turn strategy into deliverables.
Bachelor’s degree or equivalent experience.

Nice To Haves

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

Responsibilities

Design and lead onboarding programs that drive partner and internal user adoption of BPR-led tools, systems, and process changes.
Own the end-to-end user experience for partner-facing systems by identifying friction points, prioritizing fixes, and driving optimization with relevant technology partners.
Partner with Sales and Technical Support to streamline support experiences and reduce escalation friction for partners and internal teams.
Develop training, documentation, and communication plans that shorten adoption time for new releases, considering localization and using AI tools where appropriate.
Capture and act on user feedback to refine onboarding and adoption strategies.
Identify recurring support themes and translate them into process, tooling, or documentation improvements.
Define and measure user adoption and support operations metrics, including adoption rates, SLAs, ROI, and ticket aging.
Drive continuous improvement initiatives that reduce support burden and expand partner self-service.
Manage a cross-functional change roadmap across multiple initiatives, coordinating 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 rollouts.
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.
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.