WPC Partner Ops Support & Optimization

Apple • Austin, TX

1d • Onsite

About The Position

Imagine what you could do here. The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. We are looking for a strategic and technically fluent Support Infrastructure Program Lead to design, implement, and manage our enterprise support tool ecosystem (including Sonar, Partner Hub, other intake platforms) and reporting frameworks. In this role, you will drive data-driven insights, automation, and continuous improvement across global partner operations. You will play a pivotal role in transforming support from reactive into a proactive driver of product and business roadmaps. Ultimately, your work will ensure that support processes are automated and measured, providing teams with the performance visibility needed to shift toward proactive, predictive issue resolution. This position is located on-site at our Apple campus in Austin, TX.

In this role, you will own the support tool strategy alignment, enabling reporting frameworks, automation workflows, and AI/ML initiatives representation. You will partner closely with IS&T, Product Engineering, Data Science, and Global Operations teams to drive operational velocity and high adoption rates of enterprise support tools. While you will not be responsible for core product engineering, basic ticket resolution, or vendor staffing, your strategic focus will encompass the core accountabilities below.

Requirements

• Expertise in systems architecture, support tool data design, and technical fluency
• Strong background in workflow automation, process engineering, and systems thinking
• Demonstrated ability in strategic planning, root cause analysis, and feedback loop design
• Proven track record in change management (including breaking down regional silos), overseeing tool rollouts, UAT coordination, and technical documentation
• Strong cross-functional collaboration skills, with the ability to influence IS&T and Engineering tool roadmaps, operational processes, and AI/ML investment priorities
• Strong decision-making skills regarding tool configuration, dashboard structures, data reporting standards, and automation rules
• Bachelor’s degree or equivalent experience

Responsibilities

• Design, implement, and manage enterprise support tool ecosystem (including Sonar, Partner Hub, other intake platforms) and reporting frameworks.
• Drive data-driven insights, automation, and continuous improvement across global partner operations.
• Transform support from reactive into a proactive driver of product and business roadmaps.
• Ensure support processes are automated and measured, providing teams with performance visibility.
• Own the support tool strategy alignment, enabling reporting frameworks, automation workflows, and AI/ML initiatives representation.
• Partner closely with IS&T, Product Engineering, Data Science, and Global Operations teams to drive operational velocity and high adoption rates of enterprise support tools.

What This Job Offers

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