People Services & Support Technology Lead

Apple is where individual imaginations gather together, committing to the values that lead to great work. Every new product we build, service we create, or Apple Store experience we deliver is the result of us making each other's ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world, changing lives for the better. It's the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in, we can do the best work of our lives. Here, you'll do more than join something - you'll add something.

Description

The People Technology team is seeking a technology expert who translates HR functional strategy into product delivery, owning the roadmap and execution across our People Services & Support Technology suite of products.

This People Services & Support Technology lead serves as the strategic bridge between business leadership and technology, translating business strategy, priorities, and operational needs into clear technical requirements and executable initiatives.

This role partners closely with business stakeholders and technology teams to define what the business needs, align technology solutions to those needs, and drive execution through delivery. They ensure initiatives remain aligned to business objectives, requirements are understood and prioritized, and technology outcomes ultimately deliver measurable business value.

This role is a multi-faceted leadership role that requires deep functional partnership, extensive HR shared services expertise, robust ServiceNow HRSD knowledge, and the ability to translate strategic objectives into tangible technology and business outcomes.

The ideal candidate possesses profound experience in multi-channel HR service delivery, encompassing AI-powered agents, chat, phone, and case management. Additionally, they should demonstrate a proven track record of leveraging emerging AI capabilities to modernize and enhance the employee support experience. You will work closely with HR business leaders, People Technology partners, and a talented product and execution team to ensure our technology is always working in service of the business.

Minimum Qualifications

10+ years of direct experience managing a diverse technology portfolio for an HR Shared Service Center Experience in a product owner, functional lead, or HR technology strategy role

Experience managing a multi-channel suite of technology products including self-service, virtual and live assisted chat, phone/IVR, and case management

5+ years of ServiceNow HRSD product experience

ServiceNow Certified Implementation Specialist (CIS) - HRSD certification.

Experience using GenAI to develop innovative solutions for HR Contact Centers

Proven track record of partnering with HR business leaders to deliver technology outcomes

Ability to build and maintain strong relationships in order to manage a multi-product roadmap and influence stakeholders across HR and IT.

Experience working with cross-functional teams

Willingness to lead work of others, including contractors, enabling a high performing and cohesive team

Experience presenting to senior leadership and the ability to adjust communication approach for both technical and non-technical audiences.

Proven capability delivering global, enterprise HR solutions that balance an exceptional support experience and complex compliance requirements

Experience evaluating solution options and formulating business cases

Ability to use data and analysis to drive decision-making

Outstanding communication and facilitation skills

Proven success in creating efficient business processes and willing to challenge the status quo

Demonstrated ability to complete multiple tasks under pressure

Drives change laterally across regions and organizations using influence skills

Thrives in ambiguous work environment

Leadership and mentoring abilities.

Ability to collaborate with team members in a virtual setting.

Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.

Preferred Qualifications

Advanced certifications in project management (e.g., PMP, Agile certifications) or HR management (e.g., SHRM, PHR/SPHR) are a plus

Experience with integrations between ServiceNow HRSD and other HR systems (e.g., Workday)

Experience with data privacy and security regulations (e.g., GDPR, CCPA)

Familiarity with Workday or similar HCM platforms preferred

Master's degree preferred