People Services Tech Lead: AI-Driven HR & ServiceNow

Apple Inc.; Austin, Northern (TX, KY); Hybrid; USD 170,000 - 210,000; Full time

Job summary

Apple Inc. is seeking a People Services & Support Technology Lead in Austin, TX to translate HR strategy into product delivery.

The role owns the roadmap across AI assistants, live chat, phone/IVR, case management, and digital document management, partnering with HR leaders to drive measurable business value. The ideal candidate has 10+ years in HR tech strategy, strong ServiceNow HRSD experience, and a track record of leading multi-channel HR services in a global context.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.
• 10+ years of direct experience managing a diverse technology portfolio for an HR Shared Service Center
• 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
• Proven track record of partnering with HR business leaders to deliver technology outcomes
• Ability to build and maintain strong relationships to manage a multi-product roadmap

Responsibilities

• 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 with HR leaders and business stakeholders translating objectives into technology solutions
• Lead multi-channel service delivery matrix to drive adoption and improve employee experience
• Collaborate with stakeholders on scalable solutions connecting with the larger support ecosystem
• Lead cross-functional team including product owners, execution resources and contractors
• Ensure technology works together as a connected ecosystem rather than in isolation
• Build relationships with People leaders as a strategic technology partner
• Communicate technical choices and risks to senior leaders

Skills

HR technology strategy

Product ownership

Stakeholder management

Cross-functional leadership

Communication skills

Leadership & mentoring

Multi-channel HR service delivery

GenAI in HR

Education

Bachelor's degree

Tools

ServiceNow HRSD

GenAI tooling

Job description

Apple Inc. is seeking a People Services & Support Technology Lead in Austin, TX to translate HR strategy into product delivery.

The role owns the roadmap across AI assistants, live chat, phone/IVR, case management, and digital document management, partnering with HR leaders to drive measurable business value. The ideal candidate has 10+ years in HR tech strategy, strong ServiceNow HRSD experience, and a track record of leading multi-channel HR services in a global context.