People Services & Support Technology Lead

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 others 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. Its 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 youll do more than join something youll add something.

The People Technology team is seeking a technology expert who translates HR functional strategy into product delivery owning the roadmap and execution across our People Services u0026 Support Technology suite of People Services u0026 Support Technology lead serves as the strategic bridge between business leadership and technology translating business strategy priorities and operational needs into clear technical requirements and executable role partners closely with business stakeholders and technology teams to define what the business needs align technology solutions to those needs and drive execution through delivery. They ensure initiatives remain aligned to business objectives requirements are understood and prioritized and technology outcomes ultimately deliver measurable business role is a multi-faceted leadership role that requires deep functional partnership extensive HR shared services expertise robust ServiceNow HRSD knowledge and the ability to translate strategic objectives into tangible technology and business outcomes. nnThe ideal candidate possesses profound experience in multi-channel HR service delivery encompassing AI-powered agents chat phone and case management. Additionally they should demonstrate a proven track record of leveraging emerging AI capabilities to modernize and enhance the employee support experience. You will work closely with HR business leaders People Technology partners and a talented product and execution team to ensure our technology is always working in service of the business.

Functional Strategy u0026 RoadmapnDefine 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 PartnershipnServe as the primary strategic partner to HR leaders and business stakeholders translating business objectives into technology with business leaders to implement a multi-channel service delivery matrix to drive adoption improve effectiveness and enrich the employee experience. nConsults and align with stakeholders on the best and most scalable solutions for their business needs and how they connect with the larger support ecosystem. nnTrack LeadershipnLead and provide expertise to a cross-functional team including product owners execution resources and contractors ensuring work is prioritized against the right functional Shared Services TechnologynDraw on direct experience managing technology for an HR Shared Service Center to inform how our tools support scale consistency and service current on emerging HR technology trends including GenAI capabilities and proactively identify opportunities to enhance the employee and HR team -Track ConnectivitynPartner closely with the ServiceNow Platform lead to ensure our technology products work together as a connected ecosystem rather than in isolationnnStakeholder ManagementnBuild and maintain strong relationships with People leaders representing the technology track in leadership forums as a strategic communicate the technical choices associated risks and any tradeoffs to senior leaders.

10 years of direct experience managing a diverse technology portfolio for an HR Shared Service Center Experience in a product owner functional lead or HR technology strategy rolenExperience managing a multi-channel suite of technology products including self-service virtual and live assisted chat phone/IVR and case managementn5 years of ServiceNow HRSD product experiencenServiceNow Certified Implementation Specialist (CIS) HRSD using GenAI to develop innovative solutions for HR Contact CentersnProven track record of partnering with HR business leaders to deliver technology outcomesnAbility to build and maintain strong relationships in order to manage a multi-product roadmap and influence stakeholders across HR and working with cross-functional teamsnWillingness to lead work of others including contractors enabling a high performing and cohesive teamnExperience presenting to senior leadership and the ability to adjust communication approach for both technical and non-technical capability delivering global enterprise HR solutions that balance an exceptional support experience and complex compliance requirements nExperience evaluating solution options and formulating business casesnAbility to use data and analysis to drive decision-makingnOutstanding communication and facilitation skillsnProven success in creating efficient business processes and willing to challenge the status quonDemonstrated ability to complete multiple tasks under pressurenDrives change laterally across regions and organizations using influence skillsnThrives in ambiguous work environmentnLeadership and mentoring abilities. nAbility to collaborate with team members in a virtual setting. nBachelors degree in Computer Science Information Systems Business Administration or related field.

Advanced certifications in project management (e.g. PMP Agile certifications) or HR management (e.g. SHRM PHR/SPHR) are a plusnExperience with integrations between ServiceNow HRSD and other HR systems (e.g. Workday)nExperience with data privacy and security regulations (e.g. GDPR CCPA)nFamiliarity with Workday or similar HCM platforms preferrednMasters degree preferredn