Manager - WW Ops BPR - Business Operations Strategy & Support

**Role Number:** 200659423-0157

**Summary**

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.

**Description**

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

**Minimum Qualifications**

+ Bachelors degree in in Engineering, Computer Science, Supply Chain, or related field

+ 10+ years of progressive experience in supply chain operations, enterprise systems, or business operations

+ 5+ years in a people leadership role with demonstrated success managing global, cross-functional teams

+ Deep experience with enterprise application support environments and core operations business processes (Order-to-Cash, Procure-to-Pay, or equivalent)

+ Proven ability to build and execute multi-year operational strategy in a fast-paced, high-stakes environment

+ Demonstrated success influencing without authority across technical and business organizations at the senior level

+ Strong analytical mindset with the ability to translate data and operational signals into confident business decisions

+ Clear, compelling communicator — comfortable presenting complex topics to executive audiences

**Preferred Qualifications**

+ Executive presence and a track record of elevating cross-functional team performance through vision and trust

+ Customer obsession — proven history of improving partner and end-user experience through operational decisions

+ Hands-on experience applying AI/ML or automation to operations, analytics, or predictive support models

+ Proficiency with SAP ECC, S/4HANA, or equivalent enterprise ERP platforms

+ Background in NPI or large-scale product launch readiness in a global company

+ Master’s degree in Engineering, Computer Science, Supply Chain, or related field; MBA a plus

+ PMP, Six Sigma, or equivalent program / quality management certification

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