People Services Tech Lead: AI, HRSD & Multi-Channel

Apple, Inc.; Austin (TX); On-site; USD 180,000 - 260,000; Full time

Job summary

Apple Inc. in Austin, TX seeks a People Services & Support Technology Lead to translate HR strategy into product delivery across AI assistants, live chat, IVR, and ServiceNow Case Management.

You will partner with HR leaders and technology teams to align requirements with scalable solutions and measurable business value. The ideal candidate has over 10 years managing HR tech, deep ServiceNow HRSD expertise, and a track record of leading cross-functional teams.

Qualifications

• 10+ years managing a diverse technology portfolio in HR Shared Services.
• Experience with multi-channel HR technology including chat, phone/IVR, and case management.
• 5+ years ServiceNow HRSD product experience; CIS-HRSD preferred.
• GenAI usage to innovate HR contact centers; strong stakeholder partnering.
• Proven ability to lead multi-product roadmaps and influence HR/IT stakeholders.
• Bachelor’s degree in a relevant field; advanced PM/HR certs are a plus.

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
• 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.
• 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.
• 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.

Skills

HR Shared Services

ServiceNow HRSD

GenAI for HR

Multi-channel HR tech

Education

Bachelor's degree

Tools

ServiceNow

Workday

Job description

Apple Inc. in Austin, TX seeks a People Services & Support Technology Lead to translate HR strategy into product delivery across AI assistants, live chat, IVR, and ServiceNow Case Management.

You will partner with HR leaders and technology teams to align requirements with scalable solutions and measurable business value. The ideal candidate has over 10 years managing HR tech, deep ServiceNow HRSD expertise, and a track record of leading cross-functional teams.