Manager, Digital Product Operations

AppleCare Digital is seeking a Manager, Digital Product Operations to lead efforts that optimize and scale customer-facing support journeys across Apple’s digital channels. This role connects Product Management, Engineering, Content Strategy, Retail, and Service Operations to help deliver consistent, high-quality experiences and support readiness for new products and global service expansions.

What You’ll Do

• Lead a team responsible for optimizing, scaling, and executing customer-facing support journeys across key digital support channels.
• Act as the operational bridge between Product Management, Engineering, Content Strategy, Retail, and Service Operations to translate major introductions and integrations into scalable customer experience improvements.
• Build an inclusive and collaborative environment where the team is empowered to address complex problems, improve administrative optimization tools, and maintain flawless day-one readiness for new Apple products and global service expansions.
• Support digital customer experiences used by millions of customers, including the Apple Support app, Get Support web, and next-generation conversational platforms.

Qualifications

• 7+ years of experience in digital program/project management, technical product operations, or related digital customer experience operations, with a strong focus on web and iOS applications.
• Proven experience leading, mentoring, or managing teams of program managers, technical PMs, or business analysts in fast-moving, high-volume environments.
• Demonstrated ability to manage 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 the use of data to identify root causes, derive actionable insights, and measure business impact.

Preferred Qualifications

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

Compensation

The base pay range for this role is USD 195,200 - 293,800 per year. Base pay depends on skills, qualifications, experience, and location.

Benefits

• Comprehensive medical and dental coverage
• Retirement benefits
• Discounted products and free services
• Reimbursement for certain educational expenses, including tuition
• Discretionary bonuses or commission payments, as well as relocation (as applicable)

Employee Stock Programs

• Opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs.
• Eligibility for discretionary restricted stock unit awards and the ability to purchase Apple stock at a discount through voluntary participation in the Employee Stock Purchase Plan.

Location and Work Setting

Sunnyvale, CA (onsite)

Equal Opportunity and Inclusion

Apple is an equal opportunity employer committed to inclusion and diversity. Apple accepts applications to this posting on an ongoing basis.

Accessibility

Apple believes accessibility is a fundamental human right. Learn about reasonable accommodations for job applicants.