Summary

Do you feel a personal stake in everything that you work on, thrive in fast-paced environments with complex technical challenges, and bring engineering intuition to the problems you solve Do you develop strong relationships, build trust, and drive outcomes through technical credibility and influence Do you communicate openly and clearly with engineers and business leaders alike, collaborate enthusiastically, and value a culture of healthy debate grounded in data and design thinking AppleCare Technologies Business Process Reengineering (BPR) is responsible for delivering cross-functional systems projects across all AppleCare business areas, including Sales, Service, Support, Supply Chain, and Logistics. We build strong technical relationships across the company and stitch AppleCare systems and processes enterprise-wide, from hardware repair engineering and diagnostics platforms to service quality and customer systems. As a BPR Project Manager you will plan, mobilize, and execute mid to large scale technical projects and programs, ensuring system solutions are architecturally sound, rigorously tested, and that organizations are ready for process and technology changes. You will be the technical prime mover of your projects, owning scoping, requirements definition, solution design participation, technology selection, resource planning, communications, project governance, risk management, and change readiness. You will bring engineering depth to your partnerships with diagnostics engineers, hardware Technical Program Managers (TPMs), solution architects, and Information Systems and Technology (IS&T) teams, building trust through shared technical language and driving accountability across complex, globally dispersed programs. The ideal candidate combines a formal engineering background with a proven track record managing large-scale technical programs that span multiple engineering and business functions across global organizations.

Description

In this role, you will plan and lead complex technical projects to simplify and scale AppleCare enterprise systems. You will partner closely with engineering teams, solution architects, and business stakeholders to drive the technological design process from problem identification through solution architecture and implementation.

Responsibilities

Plan and lead multiple complex technical projects, balancing scope, schedule, and budget constraints with engineering feasibility and long-term platform health.
Drive the technological design process, from requirements definition and user stories to solution architecture, vetting, and selection.
Lead geographically dispersed, cross-functional teams spanning engineering, operations, and third-party partners to ensure solutions are well-architected, integrated, and sustainable.
Leverage strong business understanding of service operations, including hardware, repair, diagnostics, service process, and customer journey contexts to translate and drive clear scope and objectives into technology development project lifecycles.
Partner with data scientists, solution architects, and various engineering teams (diagnostics, hardware repair, service quality, and others) to define technically grounded requirements and evaluate architectural options, including Artificial Intelligence and Machine Learning (AI/ML) and automation.
Manage project risk by identifying technical dependencies, integration risks, and testability concerns throughout the project lifecycle.
Facilitate capital planning for new projects and scope changes, including business justifications and strategic roadmaps.
Ensure engineering and business teams are prepared for system and process changes through design and system playback reviews, User Acceptance Testing (UAT) support, cutover deployment activities, and change management.

Minimum Qualifications

Bachelor's degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Industrial Engineering, Computer Science, or a closely related technical discipline
8+ years of engineering project management or technical program management experience, delivering large-scale cross-functional systems or engineering programs
Partnering on technical solutions with engineering and architecture teams to influence architecture and integration decisions
Background in supporting system configuration, architecture, and software development life cycles in an engineering or systems context
Knowledge of enterprise-level systems (SAP or equivalent) and their interdependencies within complex technical ecosystems
Familiarity with hardware repair, diagnostics, service engineering, or manufacturing and quality engineering environments and associated technical workflows
Experience with global programs that incorporate regional and country-specific engineering and operational requirements
Experience with delivering project updates and presenting technical information to diverse, cross-functional teams, including engineers, business specialists, and executive leadership
Background in defining technical objectives and execution plans for cross-functional engineering and business teams
Delivery of projects that incorporate AI/ML, data intelligence, or automation technologies as part of the core solution design
Execution of change management within technical program delivery, encompassing stakeholder impact assessment, organizational readiness, training and communications planning, and user adoption for system and process transitions

Preferred Qualifications

Master's degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Industrial Engineering, Computer Science, or a closely related technical discipline
8+ years of engineering project management or technical program management experience, including the delivery of enterprise-scale technical programs spanning hardware, software, and service systems
Project management certification (PMP or equivalent) or engineering-relevant certification (Six Sigma or similar)
Implementation of enterprise-scale system solutions on SAP or similar platforms, particularly service repair, diagnostics, warranty, or supply chain systems
Knowledge of systems behavior, architecture, interdependencies, and data requirements across interconnected AppleCare or equivalent enterprise applications
Domain knowledge in service operations, repair engineering, hardware diagnostics, service quality, and warranty systems
Collaboration directly with hardware engineering, product readiness, and repair quality TPM teams in a technology delivery capacity

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug-free workplace.

AppleCare Technologies Project Manager