People Services & Support Technology Lead

Summary

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.

Responsibilities

• Functional Strategy & Roadmap
• Define and drive the product strategy across AI Assistants, Live Chat, Phone/IVR, ServiceNow Case Management and Digital Document Management — connecting each to a cohesive, business-aligned ecosystem.
• Business Partnership
• Serve as the primary strategic partner to HR leaders and business stakeholders translating business objectives into technology solutions.
• Works with business leaders to implement a multi-channel service delivery matrix to drive adoption, improve effectiveness, and enrich the employee experience.
• Consults and align with stakeholders on the best and most scalable solutions for their business needs and how they connect with the larger support ecosystem.
• Track Leadership
• Lead and provide expertise to a cross-functional team including product owners, execution resources and contractors, ensuring work is prioritized against the right functional outcomes.
• HR Shared Services Technology
• Draw on direct experience managing technology for an HR Shared Service Center to inform how our tools support scale, consistency and service quality.
• Innovation
• Stay current on emerging HR technology trends including GenAI capabilities, and proactively identify opportunities to enhance the employee and HR team experience.
• Cross-Track Connectivity
• Partner closely with the ServiceNow Platform lead to ensure our technology products work together as a connected ecosystem rather than in isolation
• Stakeholder Management
• Build and maintain strong relationships with People leaders, representing the technology track in leadership forums as a strategic partner.
• Clearly communicate the technical choices, associated risks, and any tradeoffs to senior leaders.

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