Manager, Digital Product Operations

Apple • Austin, TX

14h

About The Position

The Manager of Digital Product Operations leads a team of Program Managers, Technical Product Managers, and Business Analysts responsible for optimizing, scaling, and executing customer-facing support journeys across the Apple Support app, Get Support web, and conversational platforms. The role serves as a strategic operational bridge between Product Management, Engineering, Content Strategy, Retail, and Service Operations, bringing major product introductions, new feature integrations, and customer experience improvements to life.

The manager fosters a collaborative and inclusive environment in which the team solves complex operational problems, develops administrative optimization tools, and prepares for new Apple products and global service expansions. The role also advances scalable customer support experiences through business rules engines, conversational AI, and LLM-powered self-service; oversees sustaining operations and localized workflows; and uses data and performance metrics to guide operational improvements and leadership decisions.

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.
• 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 using data to identify root causes, extract actionable insights, and measure business impact.
• Experience supporting conversational AI, virtual assistants, or LLM-driven self-service customer support experiences.
• Direct experience with digital customer service operations, omnichannel support workflows, 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, Marketing, or equivalent practical experience.

Nice To Haves

• Advanced degree, such as an MBA or MS.

Responsibilities

• Lead, coach, and inspire a diverse team of Program Managers, Technical Product Managers, and Business Analysts, fostering innovation, accountability, and operational excellence.
• Drive operational readiness and execution for major New Product Introductions, regular digital app releases, and global expansions across the Apple Support app, web, and conversational channels.
• Partner with Product Management and Engineering to integrate scalable business rules engines with conversational AI and LLM-powered self-service experiences.
• Build cross-functional partnerships with Retail, AppleCare, Content Strategy, and Service Operations to evaluate change requests, mitigate operational risks, and optimize customer support journeys.
• Oversee delivery of high-priority sustaining operations, configuration updates, and localized self-service workflows.
• Improve tooling, workflow automation, and processes to scale team productivity and maintain data integrity across platforms.
• Use analytics and performance metrics to identify operational bottlenecks, track cost efficiencies, measure customer sentiment, and inform leadership decisions.
• Represent the digital operations team in cross-functional reviews and executive forums, communicating technical and operational topics clearly.

What This Job Offers

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