Job description

This team manages developer support and operations inside the Apple Services Engineering (ASE) organization, collaborating extensively with a wide range of cross-functional teams including AppleCare, business management, engineering, marketing, project management, and developer relations. Areas of focus include App Store Connect, TestFlight, Games app, and the App Store. As part of this role you'll work across engineering teams to establish support processes at scale with organizations like AppleCare for new developer-facing features, requirements, and regulations. You'll attend engineering design reviews and project meetings for new features, advocating for the developer experience throughout the process. You'll also use data and operational metrics to surface trends, identify gaps, and drive continuous improvement; leveraging AI tools and automation to streamline workflows, reduce manual overhead, and scale support operations more efficiently. In our programs, there is never a playbook. You must be comfortable operating in new and unfamiliar areas, quickly building competence to bring insights into your work, and making decisions. You should be motivated to build strong relationships, influence, and credibility across an organization. We're looking for someone who will bring a passion for the developer experience, identifying opportunities, and prioritizing concerns and issues affecting developers. 4+ years of industry experience in a customer and/or engineering support role such as Engineering Program Management, Operations, or similar Demonstrated ability to independently manage multiple projects or programs simultaneously, driving them from scoping through execution Effective at issue and trend detection with demonstrated creative approaches in identifying solutions Comfortable working with data to inform decisions, identify patterns, and communicate findings Practical experience using AI tools (e.g., LLMs, automation platforms) to improve personal or team workflows and efficiency Outstanding communication and presentation abilities, written and verbal, to all levels of an organization Highly autonomous: self-directed, motivated, and able to operate independently in ambiguous environments A bachelor's degree or equivalent professional experience is preferred. Experience designing or scaling support processes and operations for large-scale products or systems Demonstrated excellence in building strong relationships and influence across a matrixed organization Hands-on experience building or optimizing automated workflows, tooling, or operational pipelines using AI or scripting Experience with digital content distribution or development experience on Apple platforms Experience working on Trust & Safety or legal and regulatory compliance initiatives Familiarity with support tooling, ticketing systems, or operational dashboards

Requirements

Must-haves

4+ years of industry experience in a customer and/or engineering support role such as Engineering Program Management, Operations, or similar
Demonstrated ability to independently manage multiple projects or programs simultaneously, driving them from scoping through execution
Effective at issue and trend detection with demonstrated creative approaches in identifying solutions
Comfortable working with data to inform decisions, identify patterns, and communicate findings
Practical experience using AI tools (e.g., LLMs, automation platforms) to improve personal or team workflows and efficiency
Outstanding communication and presentation abilities, written and verbal, to all levels of an organization
Highly autonomous: self-directed, motivated, and able to operate independently in ambiguous environments
Experience designing or scaling support processes and operations for large-scale products or systems
Demonstrated excellence in building strong relationships and influence across a matrixed organization
Hands-on experience building or optimizing automated workflows, tooling, or operational pipelines using AI or scripting
Experience with digital content distribution or development experience on Apple platforms
Experience working on Trust & Safety or legal and regulatory compliance initiatives
Familiarity with support tooling, ticketing systems, or operational dashboards

Nice-to-haves

A bachelor's degree or equivalent professional experience is preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: apple
Effort: medium