Apple
Manager, Engineering Program Management — Customer Systems
Austin, Texas · Manager · Full-time · Posted Aug 20, 2026
- Experience
- 10+ years in technical or engineering program management; 5+ years of direct people management.
- Education
- Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
About the job
Leads Engineering Program Managers and owns the roadmap, delivery, team health, budget, and total cost of ownership for global customer contact-center platform initiatives.
What you'll do
- Lead a team delivering complex, multi-year platform programs across a global contact-center footprint.
- Own portfolio roadmaps, delivery, budgets, and total cost of ownership; partner with engineering, architecture, business, and finance leaders.
- Drive adoption of Generative AI and agentic tools in program execution and partner with Engineering on platform AI capabilities.
What they ask for
- 10+ years in technical or engineering program management delivering large, complex, cross-functional initiatives end-to-end.
- 5+ years of direct people management, including hiring, developing, and leading program managers or comparable senior individual contributors across dispersed teams.
- Demonstrated program or portfolio budget ownership, including forecasting, cost allocation, TCO, and ROI evaluation.
- Hands-on use of Generative AI tools and LLMs in program execution; strong technical fluency and executive communication skills.
Nice to have
- Experience with large-scale platform migrations or legacy modernization, and with agentic AI, LLM-powered workflows, or conversational AI in production.
- Experience in contact centers, enterprise software vendor selection or licensing, capacity-based staffing, or data-driven decision-making; Scrum, Agile, or PMP certifications are a plus.
Tools
Generative AI, LLMs, agentic tooling, CCaaS
AI focus
Drive adoption of Generative AI and agentic tooling for program execution, and partner with Engineering on AI capabilities built into the platform.
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