Manager, Digital Product Operations

Are you passionate about building seamless customer experiences and leading high-performing teams at the intersection of digital support and cutting-edge technology? The AppleCare Digital team is looking for an inspiring and driven Manager of Digital Product Operations to lead a team of Program Managers, Technical Product Managers, and Business Analysts. In this role, you will champion the digital experiences millions of customers rely on every day across the Apple Support app, Get Support web, and our next-generation conversational platforms. If you thrive on solving complex operational challenges, developing talent, and turning innovative technology into seamless customer journeys, we invite you to join us.

As the Manager of Digital Product Operations, you will lead the team responsible for optimizing, scaling, and executing customer-facing support journeys across our primary digital support channels. You will serve as the strategic operational bridge connecting Product Management, Engineering, Content Strategy, Retail, and Service Operations to bring major product introductions, new feature integrations, and scalable customer experience optimizations to life. In this role, you will foster a collaborative, inclusive environment where your team is empowered to solve complex problems, evolve admin optimization tools, and ensure flawless day-one readiness for new Apple products and global service expansions.

Minimum Qualifications

7+ years of experience in digital program/project management, technical product operations, or related digital customer experience operations, with a strong focus on web and iOS applications.
Proven experience leading, mentoring, or managing teams of program managers, technical PMs, or business analysts in a dynamic, high-volume environment.
Demonstrated track record of managing complex, cross-functional digital initiatives from concept through global operational launch.
Strong written, verbal, and executive presentation skills, with the proven ability to influence technical, product, and business partners across organizations.
Strong analytical and problem-solving skills, with experience 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 with digital customer service operations, omni-channel support workflows (chat, messaging, web, on-device app, and retail/in-person), or contact center technologies.
Proven ability to partner effectively with engineering/IT teams on complex backend architectures, business rules engines, and data integrations.
Experience managing high-velocity NPI (New Product Introduction) readiness and critical incident ticketing operations.
Demonstrated 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.