Senior Business Operations Manager - Incident Management

Join the Apple Wallet, Payments, and Commerce team as a Senior Business Operations Manager for Incident Management. This role involves evolving the incident management strategy, driving timely resolution of incidents, and facilitating cross-functional collaboration. You will analyze incident data, develop standard operating procedures, and present reports to leadership, championing best practices. The position requires a passion for customer experience, problem-solving skills, and strong interpersonal abilities to work with various teams.

Must Have

• Lead the evolution of business operations incident management strategy
• Facilitate cross-functional collaboration during incidents
• Analyze incident data to identify trends and opportunities for proactive prevention
• Develop and maintain incident management standard operating procedures
• Prepare and present reports on trends, performance metrics, and process improvement initiatives to executive leadership
• Act as a champion for incident management best practices and innovative solutions
• Mentor and train other team members on incident processes
• 10+ years of experience in incident management, problem management, or technical program management
• Ability to define direction and empower teams with limited information
• Availability to support time-sensitive operational incidents during evenings, weekends, and holidays
• Bachelors in Business, Finance, Engineering or a related field

Good to Have

• Experience in the financial services industry, retail banking, or servicing operations management
• Experience leading incident programs across global teams
• Familiarity with root cause analysis frameworks and postmortem facilitation
• MBA or a relevant post graduate degree

The people here at Apple don’t just create products - they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it! The Apple Wallet, Payments, and Commerce team is rapidly growing, entering new markets and adding innovative new features to our products. We believe the role would place you in a highly-energized environment with some of the most hardworking and creative individuals in the industry where you would be inspired to share your years of experience along with providing extraordinary support for the team. Join the Apple Pay Wallet and Payments Operations team, working within our organization develop and improve processes to create awesome experiences for our Apple Card and Apple Cash customers. You’ll help us define our future vision, build operational capabilities, and drive operational excellence. In addition, you will work closely with cross functional teams such as Product, Retail, AppleCare, and Engineering teams. The ideal candidate is passionate about the customer experience, curious, loves solving complex problems, has strong inter-personal skills and can collaborate internally and externally in a fast paced, ambiguous environment.

As Senior Business Operations Manager for Incident Management, you will evolve the business operations incident management strategy and drive timely resolution of incidents. You will triage, root cause and solve issues quickly, while providing appropriate updates to relevant teams and leaders.

• Lead the evolution of our business operations incident management strategy
• Facilitate cross-functional collaboration during incidents, acting as a central point for internal and external partners
• Analyze incident data to identify trends, patterns, and opportunities for proactive prevention
• Develop and maintain incident management standard operating procedures
• Prepare and present reports on trends, performance metrics and process improvement initiatives to executive leadership
• Act as a champion for incident management best practices and innovative solutions across the organization
• Mentor and train other team members on incident processes

Key Qualifications

• 10+ years of experience in incident management, problem management, technical program management or related fields
• Ability to define direction and empower teams to achieve goals even with limited information
• Thought leader who has leveraged deep expertise to drive organizational change with measurable impact
• Availability to support time-sensitive operational incidents during evenings, weekends, and holidays to maintain service and platform high standards of service reliability.
• Ability to contribute consistently and positively in a high-paced, fast-charging, and unpredictable work environment
• Experienced presenter, comfortable presenting to senior leaders and large audiences about technical and non-technical materials
• Ability to collaborate with different teams (internal and externally) with a proven track record of influencing without authority
• Analytical and creative problem solver with a can do attitude and flexibility to accommodate evolving business needs
• Takes proactive approach to shape and influence stakeholder expectations
• Bachelors in Business, Finance, Engineering or a related field required

Preferred Qualifications

• Experience in the financial services industry, retail banking, servicing operations management
• Experience leading incident programs across global teams
• Familiarity with root cause analysis frameworks, postmortem facilitation
• MBA or a relevant post graduate degree

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.

Apple accepts applications to this posting on an ongoing basis.