Manager, Digital Product Operations
Core
Lead a team of Program Managers, Technical Product Managers, and Business Analysts to optimize, scale, and execute customer-facing support journeys across digital channels.
Role type
Manager, Digital Product Operations
Builds
Scalable customer support journeys, admin optimization tools, and localized self-service workflows for Apple Support app, web, and conversational platforms.
Domain
Consumer Electronics / Digital Customer Support Operations
Deliverable
product features
Required skills
Digital program/project management, Team leadership and mentoring, Cross-functional partnership, Operational readiness execution, Data analytics and metrics, Workflow automation, Process optimization, Change request evaluation, Risk mitigation, Executive communication
Preferred skills
Conversational AI and LLM experience, Omni-channel support workflows, Backend architecture and data integrations, High-velocity NPI readiness, Critical incident ticketing operations
Technologies
Conversational AI, LLMs, Business rules engines, Data integrations
Responsibilities
Lead, coach, and inspire a diverse team of Program Managers, Technical Product Managers, and Business Analysts. Drive operational readiness and execution for major New Product Introductions (NPI) and digital app releases. Partner with Product Management and Engineering to integrate business rules engines with conversational AI. Establish cross-functional partnerships to evaluate change requests and optimize customer support journeys. Oversee end-to-end delivery of sustaining operations and localized self-service workflows. Champion tooling improvements and workflow automation. Leverage data analytics to identify bottlenecks and inform leadership decisions.
Seniority
Manager, hands-on leadership
