Apple
People Services & Support Technology Lead
Austin, Texas · Full-time · Posted Sep 4, 2026
- Experience
- 10+ years managing an HR Shared Service Center technology portfolio; 5+ years of ServiceNow HRSD product experience.
- Education
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field. Master's degree preferred.
About the job
Leads strategy, roadmap, and delivery for Apple’s HR service and support technology, aligning multi-channel products and AI capabilities with business needs and employee experience.
What you'll do
- Define and drive a business-aligned product strategy across AI assistants, chat, phone/IVR, ServiceNow case management, and digital document management.
- Partner with HR leaders and stakeholders to translate business objectives into technology solutions and lead cross-functional prioritization and execution.
- Represent the technology track to senior leaders, communicate solution tradeoffs, and identify opportunities to improve HR support through emerging technology.
What they ask for
- 10+ years managing a diverse technology portfolio for an HR Shared Service Center; experience in a product owner, functional lead, or HR technology strategy role.
- 5+ years of ServiceNow HRSD product experience and ServiceNow Certified Implementation Specialist (CIS) – HRSD certification.
- Experience managing multi-channel HR service products and using GenAI to develop HR Contact Center solutions.
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.
Nice to have
- Advanced project management or HR management certifications; Master's degree.
- Experience integrating ServiceNow HRSD with other HR systems, familiarity with Workday or similar HCM platforms, or experience with data privacy and security regulations.
Tools
ServiceNow HRSD, GenAI, Workday, AI Assistants, Live Chat, Phone/IVR, ServiceNow Case Management, Digital Document Management
AI focus
Use GenAI to develop HR Contact Center solutions and identify AI capabilities that improve employee and HR team support.
Model-written summary · the original posting is authoritative