Manager, Digital Product Operations

Apple • Austin, TX

1d

About The Position

The Manager of Digital Product Operations leads the team responsible for optimizing, scaling, and executing customer-facing support journeys across Apple’s primary digital support channels, including the Apple Support app, Get Support web, and next-generation conversational platforms. The role leads Program Managers, Technical Product Managers, and Business Analysts, and connects Product Management, Engineering, Content Strategy, Retail, and Service Operations to deliver major product introductions, feature integrations, and customer experience improvements.

The manager fosters a collaborative and inclusive environment, develops the team, addresses complex operational challenges, evolves administrative optimization tools, and ensures day-one readiness for new Apple products and global service expansions. The role focuses on making digital support experiences seamless for customers.

Requirements

• 7+ years of experience in digital program or project management, technical product operations, or related digital customer experience operations, with a strong focus on web and iOS applications.
• Experience leading, mentoring, or managing teams of program managers, technical product managers, or business analysts in a dynamic, high-volume environment.
• A demonstrated track record of managing complex, cross-functional digital initiatives from concept through global operational launch.
• Strong written, verbal, and executive presentation skills, with the ability to influence technical, product, and business partners across organizations.
• Strong analytical and problem-solving skills, including experience using data to identify root causes, extract actionable insights, and measure business impact.

Nice To Haves

• Experience supporting conversational AI, virtual assistants, or LLM-driven self-service customer support experiences.
• Direct experience with digital customer service operations, omnichannel support workflows (chat, messaging, web, on-device app, and retail/in-person), or contact center technologies.
• Ability to partner effectively with engineering or IT teams on complex backend architectures, business rules engines, and data integrations.
• Experience managing high-velocity New Product Introduction readiness and critical incident ticketing operations.
• Expertise in workflow automation, administrative tooling evolution, and process optimization.
• Bachelor’s degree in Business, Computer Science, Engineering, or Marketing, or equivalent practical experience.
• Advanced degree (MBA or MS).

Responsibilities

• Lead a team of Program Managers, Technical Product Managers, and Business Analysts.
• Optimize, scale, and execute customer-facing support journeys across primary digital support channels.
• Connect Product Management, Engineering, Content Strategy, Retail, and Service Operations to deliver product introductions, feature integrations, and customer experience improvements.
• Develop team members and foster a collaborative, inclusive environment.
• Guide the team in solving complex operational problems and evolving administrative optimization tools.
• Ensure day-one readiness for new Apple products and global service expansions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager