Engineering Project Manager

Apple

About The Position

Apple’s Information Systems and Technology (IS&T) organization supports Apple’s enterprise and customer technology systems. Within the Customer Systems organization, this role leads complex programs across the Customer Experience Engineering (CXE) team, spanning the enterprise contact centre stack and applications and products that power customer experience engineering. The position combines technical program leadership with operational excellence and owns initiatives from initial requirements and technical design through development, testing, deployment, and ongoing maintenance. The Engineering Project Manager partners with engineers, architects, product teams, operations, business stakeholders, and vendors to deliver scalable, reliable solutions and improve how customers connect with Apple. The role also champions product evolution and owns a multi-year product roadmap for the platforms.

Requirements

At least 10 years of technical program or project management experience delivering complex, multi-stakeholder programs with cross-functional teams on time and within scope.
Proficiency in Agile methodologies, including Scrum and Kanban, as well as waterfall and hybrid delivery methods.
Experience with project tools such as Jira, Confluence, Smartsheet, or MS Project.
Command of program governance practices, including dependency mapping, risk registers, change management, and stakeholder engagement plans.
Ability to lead and influence engineering teams, product owners, and business stakeholders without direct authority.
Excellent written, verbal, and organizational skills, with the ability to tailor communication from engineering detail to executive summaries.
Strong architectural knowledge sufficient to understand delivered solutions and represent the team in business conversations.
Hands-on software development and operations skills, including source control, debugging, testing, deployment, and monitoring.
Self-motivated and analytical, with the ability to manage vendors and SOW negotiations across concurrent global programs in ambiguous, fast-moving environments.
Understanding of GenAI tool usage across SDLC phases and ability to apply it to project or program management.
Experience working in cross-functional, time-zone-distributed teams.
Ability to read and reason about system architectures, REST/SOAP API contracts, data flows, and configuration schemas; engage credibly with engineering teams; challenge technical estimates; and assess risks.
Experience partnering with Quality, Compliance, and Legal teams on initiatives involving GDPR, accessibility, and related standards.
Experience working with vendors and contractors.

Nice To Haves

Engineering or technical background.

Responsibilities

Own end-to-end program delivery across Customer Experience Engineering, including capability rollouts, platform upgrades, and integrations across business units, from inception through go-live and steady state.
Define and manage program roadmaps and project plans covering scope, schedules, milestones, dependencies, quality criteria, budgets, and resource allocation, with accountability frameworks such as RACI and OKRs.
Drive cross-functional alignment among engineering, product, operations, business, and vendor teams on requirements, scope, solutions, and deliverables.
Identify, track, mitigate, and communicate project risks, issues, and blockers, escalating with recommended resolution paths.
Prioritize competing issues and activities, set expectations with teams, stakeholders, and senior management, and drive issues to resolution.
Manage stakeholder communications, including executive status reporting, sprint reviews, and governance forums, translating technical topics for technical and non-technical audiences.
Partner with architects and engineering leads to evaluate, plan, and govern platform customizations, API integrations, and configuration changes on vendor platforms.
Oversee design reviews, testing phases, and contact-centre-specific go-live readiness to ensure technical delivery quality.
Lead work across the development lifecycle, including requirements analysis, design, development, deployment, testing, and maintenance.
Partner with engineers and cross-functional teams to identify bottlenecks, instrument and analyze systems for performance and reliability, and deliver scalable solutions.
Manage product evolution and define and own a multi-year product roadmap.
Manage vendors and contractors, including statements of work and negotiations.