Manager, Digital Product Operations

AppleCare Digital is seeking a Manager, Digital Product Operations in Austin, TX (onsite) to optimize and scale customer-facing support journeys across key digital channels.

Responsibilities

• Lead the team that optimizes, scales, and executes customer-facing support journeys across Apple Support app, Get Support web, and conversational platforms.
• Act as an operational bridge across Product Management, Engineering, Content Strategy, Retail, and Service Operations to deliver scalable customer experience improvements.
• Drive operational execution for major product introductions, new feature integrations, and customer experience optimizations.
• Build a collaborative, inclusive team culture that empowers problem-solving on complex initiatives.
• Evolve and improve admin optimization tools used to support digital operations.
• Ensure day-one readiness for new Apple products and global service expansions.

Requirements

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

Preferred Qualifications

• Experience supporting conversational AI, virtual assistants, or LLM-driven self-service customer support experiences.
• Direct experience in digital customer service operations and 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 readiness (New Product Introduction) 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; advanced degree (MBA or MS) is a plus.