Manager - WW Ops BPR - Business Operations Strategy & Support at Apple

Manager - WW Ops BPR - Business Operations Strategy & Support

At Apple, operational excellence isn't a function it's a philosophy embedded in everything we ship. This is a rare opportunity to lead the systems and strategy that power Apple's most critical business moments: from the launch of a new iPhone to the seamless execution of global peak events. If you see complexity as an invitation to build clarity and believe that technology and people, working together, can achieve something remarkable this role was built for you.

The Manager of Business Operations Strategy & Support leads one of Apple's most mission-critical operational capabilities ensuring the systems, processes, and people that underpin Apple's global operations are ready, resilient, and continuously improving. This leader will own the end-to-end systems readiness strategy for New Product Introductions (NPIs) among Apple's highest-stakes operational events while stewarding the day-to-day health of enterprise business systems at global scale. You will sit at the intersection of strategy and execution, partnering with Engineering, Supply Chain, and IS&T leaders to build a Center of Excellence that raises the bar for how Apple approaches operational quality. This is not a steady-state support management role. You will define strategy in a space Apple is actively investing in: applying AI/ML to operations resilience, scaling systems for next-generation product launches, and building the organizational model for how operational excellence is practiced globally.

NPI Systems Strategy & Launch Readiness:

• Define and deliver a multi-year NPI Systems Execution Strategy that enables Apple's operations systems to scale with evolving business needs, emerging technologies, and increasing launch complexity
• Drive peak event readiness through rigorous scale testing, systems Plan of Record (POR) governance, and cross-functional Change Control Board (CCB) processes
• Partner with IS&T, supply chain, finance, and business teams to ensure zero-disruption systems execution at each launch event every time, at global scale
• Establish pre-launch and post-launch review frameworks that systematically convert NPI insights into lasting quality improvements
• Serve as the Leadership voice on systems readiness, communicating clearly with senior execs and stakeholders when risk arises

Production Support & Systems Resilience:

• Lead a comprehensive production support model covering L1/L2 support for IS&T and non-IS&T platforms across Incident Management, Downtime Management, and Quarter-End Operations
• Develop a prevention-first support philosophy building proactive monitoring, escalation frameworks, and resilience playbooks that get ahead of disruption rather than react to it
• Own the support model during Apple's highest-risk operational windows, including NPI launches and fiscal quarter close
• Define and track leading and lagging KPIs that connect support health to business outcomes, presenting insights to senior leadership with clarity and confidence

Continuous Improvement & Innovation:

• Champion a culture of learning across the team converting post-ops insights from NPI events and support incidents into systemic process and quality improvements
• Establish cross-functional review cadences (monthly and quarterly) to drive continuous improvement at both the application and process level
• Leverage AI/ML to identify operational patterns, predict risk before it becomes incident, and build data-driven roadmaps that reduce toil and increase resilience
• Incubate and scale new technologies, automation, and operational processes piloting concepts with rapid feedback loops and scaling what works
• Build and maintain a Business Process Re-engineering (BPR) practice that keeps Apple's operational capabilities ahead of business demand

People Leadership & Organizational Development:

• Lead, develop, and inspire a high-performing team of full-time employees and contract resources spanning operations, program management, and systems expertise
• Create personalized development plans aligned to both team strategy and individual growth aspirations championing each person's long-term career
• Build a team culture of psychological safety, curiosity, and accountability where every voice is heard and every contribution is valued
• Manage professional services budget with fiscal discipline and strategic intentionality, aligning vendor resources to the highest-priority organizational needs
• Actively recruit for diversity of experience, background, and perspective building a team that reflects the global community Apple serves

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant At Apple, we believe accessibility is a fundamental human right. You'll find that idea reflected in everything here in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong. Learn about accessibility in Apple's workplace Learn about reasonable accommodations for job applicants Apple accepts applications to this posting on an ongoing basis.