Senior Software Engineering Manager

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. Do you have a passion for creating ground-breaking, impactful features that surprise and delight millions of users? Do you enjoy solving challenging problems in a fast-paced, dynamic environment where you’ll work with many different teams across Apple? If so, we are looking for a Senior Software Engineering Manager to join our team. We build apps and systems in the digital support & device diagnostics domain for Apple’s customers. Come help us innovate on creating meaningful experiences that makes a big difference in our customers lives.

Description

You will lead an impactful team of individual contributors and managers with responsibilities that span the entire software engineering lifecycle. You will hire, mentor, retain, and ensure your team has an environment to thrive and succeed. You will be accountable for your team's engineering decisions, delivery quality, and commitments. You will maintain relationships with leaders, peers, and partners across the globe in a matrix structure and strive to build and sustain their trust and collaborate with multiple teams to ensure desired business outcomes are achieved. Developing a strong understanding of the business domain and the technology landscape will be important when you are called upon to provide experienced advice to business partners and leaders. Your portfolio will include critical customer-facing products, each with multiple complex, fast-moving concurrent projects. You will have to adapt to an environment where the business priorities may change rapidly. You will collaborate with peers to build the technical roadmap that should be aligned with the business vision for the product. You will plan work distribution and drive execution for your team. Achieving objectives and outcomes will require advocating for your ideas, solving problems creatively, and working smartly to cross the finish line. You will also be responsible for the operational health of the multiple products and you will be required to provide hands-on leadership for resolving high-impact issues bringing together teams from across Apple.

Responsibilities

• Lead multiple software engineering teams responsible for contact centre software, enterprise integrations, agentic workflows and AI applications
• Establish a unified technical vision, product strategy and multi-year engineering roadmap across the organisation for the next generation voice and chat solutions
• Define clear charters, ownership boundaries, interfaces and operating mechanisms across teams while ensuring that systems are designed as a cohesive platform rather than a collection of independent solutions
• Lead the architecture, development and support of software platforms supporting chatbots, resolution operation planning, execution, quality, automation and operational decision-making
• Drive engineering excellence across teams through strong design principles, code quality, automated testing, observability, incident management, operational readiness and service ownership
• Manage dependencies and technical alignment across teams and resolve architectural, ownership and prioritization conflicts
• Communicate organizational strategy, technical direction, program health, risks and investment needs to senior leadership and cross-functional stakeholders
• Build an inclusive, accountable and innovative engineering culture while maintaining a high bar for execution and technical craftsmanship
• Own organisational planning, hiring strategy, talent development, succession planning, performance management and the growth of engineers and managers across the organisation

Minimum Qualifications

• 5+ years of engineering leadership experience managing multiple teams, defining technical roadmaps, and establishing organizational strategy and ownership models.
• Experience leading system architecture reviews, driving technical design discussions, and resolving complex engineering escalations.
• 12+ years of hands-on experience designing and building highly available distributed systems, microservices, data platforms, or enterprise integration platforms.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Preferred Qualifications

• Ability to communicate effectively and work collaboratively with geographically distributed leaders, peers, and partners.
• 10 years of hands-on software development with strong knowledge of web application development using Java/J2EE and/or React-based technologies.
• Solid knowledge of software development process including agile methods and ability to adjust for what works best
• Ability to make priority and trade-off decisions based on sound Software Engineering & Architecture principles
• Experience / Exposure building products using AI/ML technologies.
• Experience in the contact centre domain is a plus.
• Knowledge with Site Reliability and technical operational support activities.
• Experience building experiences in the Digital Support domain.
• Excellent communication, leadership, and presentation skills