AppleCare Technologies BPR Manager - Enterprise & Channel Sales Portfolio

Do you feel a personal stake in everything you build, thrive in fast-paced environments with high ambiguity , and excel at driving complex, multi-tiered technology architectures? Do you build trust across engineering, product, and executive teams, influencing strategic direction without relying on direct authority? Do you communicate clearly with engineers and business leaders alike, value data-driven debate, and apply design thinking to solve complex problems? In AppleCare Technologies Business Process Re-engineering (BPR), we lead the most critical, cross-functional technical transformations across AppleCare and Apple's global enterprise ecosystem. We sit directly at the convergence of business strategy, systems architecture, and large-scale software execution-stitching together enterprise-wide platforms from B2B and Channel partner portals to contract lifecycle engines, hardware diagnostics, service quality systems, and global ERP backends. As the AppleCare BPR Manager for the Enterprise & Channel Sales Portfolio, you will lead and mentor a high-caliber team team of project managers driving initiatives that expand AppleCare across Enterprise, Education, Carrier, and Authorized Reseller channels. Y ou will own portfolio governance, drive architectural integrity , lead capital planning, and partner closely with teams across Apple-including Sales, Enterprise & Education, Apple Services Engineering (ASE), Operations, Strategic Data Solutions (SDS), IS&T, and Geo Expansion. Description As the AppleCare Technologies BPR Manager overseeing the AppleCare Enterprise and B2B Sales Portfolio, you will have primary responsibility to manage AppleCare Business Process Re-engineering (BPR) project and program managers, focused on initiatives that support AppleCare growth in the Enterprise, Education, and Channel Sales markets. Your team's responsibilities will include project scoping, technological solutions and architectural decisions, resource-planning, communications, project governance, risk management, change management, and readiness. Y our responsibilities include communication and strategic collaboration with AppleCare business groups, IT organizations, and teams across Apple, including Sales, Enterprise and Education, Apple Services Engineering, Apple Store Online, Retail Stores, Operations, Strategic Data Solutions, and Geo Expansion. Responsibilities: Lead, mentor, and develop a high-performing team of Technical Program and Project Managers, driving career development, performance evaluations, and technical capability growth with a deep commitment to inclusion and diversity. Lead capital planning and portfolio roadmap definition, partnering with business and engineering leadership to evaluate business cases, establish ROI, and prioritize technology investments across Enterprise, Education, Carrier, and Reseller channels. Manage project prioritization and resource allocation, balancing global/regional business commitments against engineering bandwidth and vendor capacity. Drive large-scale enterprise system implementations and integrations, spanning ERP (e.g., SAP), CRM/CMS platforms, B2B sales engines, partner connectivity (APIs, EDI), and real-time reporting & analytics. Identify, consult on, and execute business process re-engineering initiatives, eliminating operational bottlenecks and streamlining end-to-end B2B transaction, entitlement, and onboarding workflows. Proactively identify and manage critical path dependencies and multi-system technical risks, establishing cutover strategies, change readiness frameworks, and post-implementation reviews. Incorporate AI/ML, data intelligence, and automation technologies into operational workflows and modern SDLC practices to improve platform scalability and delivery efficiency. Facilitate executive-level cross-functional alignment and technical escalation management, clearly communicating project health, negotiating trade-offs, and resolving conflicts across matrixed organizations. Propose and execute strategic AppleCare BPR organizational initiatives, continuously elevating project management standards, tooling, and technical documentation practices. Preferred Qualifications Domain Expertise: Extensive experience delivering technology solutions for Enterprise Sales, B2B platforms, Carrier & Reseller Channel integrations, commercial warranty contracts, or large-scale device enrollment/service programs. AI/ML & Automation: Experience incorporating AI/ML, data intelligence, or automation tooling as part of business processes or the core SDLC. Certifications: PMP , PMI-ACP , CSM/CSPO, SAFe, or equivalent accreditations. Education: Graduate degree (Master's or MBA) in Computer Science, Information Systems, Software Engineering, Business, or related field. Minimum Qualifications 5+ years of direct people management experience, leading and developing teams of Technical Program Managers or Project Managers. 8+ years of experience managing large-scale, complex, global c