Manager - WW Ops BPR - Business Operations Strategy & Support

About the role

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