Senior Project Manager – Customer Systems Transformation (ASO)

Imagine what you could do here! The people here at Apple dont just create products they build the kind of wonder thats revolutionized entire industries. Its 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. At Apple inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best on the Apple Store Online team we are responsible for Apples largest store. Our main goal is to deliver a magical personal digital experience where customers can shop buy and learn everything Apple wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store it takes extraordinary people and we are looking for someone to help us do extraordinary Customer Systems and Support (CSS) team within ASO is responsible for partnering cross functionally to deliver scalable efficient and customer centric processes and technology solutions to our Retail Customers and global network of Call Center Specialists. We are chartered with rethinking the shopping experience and the assisted sales touch-points we have throughout the customer journey spanning Voice/Chat systems Payments Customer Care Delivery Fulfillment and many other Digital Programs.

Were looking for an exceptional Program/Project Manager that brings deep technical and execution proficiency and has a consistent record of leading diverse and complex projects from conception through implementation in either an e-Commerce Contact Center or AI-enabled customer systems landscape.

In this role you will apply a broad range of program management skills (business analytics process mapping business and technical requirement creation influencing solution architecture solution evaluation and testing leading others through change) to deliver new features and capabilities for ASO including automation and AI-enabled customer experiences where end-to-end implementation of multiple mid-to-large scale regional and/or global eCommerce initiatives with overlapping timelines on behalf of the Retail Online organization and partner teams. Initiatives may span traditional system enhancements as well as AI-driven capabilities such as intelligent routing conversational AI workflow automation and LLM-supported all phases of projects including: scope definition resource forecasting and allocation as-is and to-be process mapping (inclusive of human AI workflows) business and technical requirements timeline creation communications (status risks scope changes) change management user/integration/production testing go-live retrospectives and the voice of your body of work. Communicate effectively and transparently across all leadership levels proactively elevating risks trade-offs and architectural considerations particularly where emerging technologies and data governance strong relationships with partner teams inside and outside the organization using those partnerships to influence portfolio direction and align on scalable secure and sustainable complex system landscapes and offer thoughtful technical suggestions to engineering teams identifying opportunities to simplify workflows through automation and platform and shape system architecture and integration strategies ensuring solutions are simple durable and aligned to long-term platform structured deep-dives with diverse business and technical stakeholders to ensure clarity of objectives technical feasibility and measurable business for operational excellence by leveraging Apples standard Project Management methodologies to ensure consistent high-quality delivery across both traditional and AI-enabled become a trusted resource and technical SME for Retail Online in the domains your projects to an inclusive environment through respect curiosity and continuous learning.

7 years of professional experience working within a product project or program management experience working with Contact Center and/or e-Commerce systems and technologies (ex. payments/financing applications order maintenance tools workforce management applications telephony/chat systems and infrastructure).nDemonstrated ability to influence at all levels of an organization whether with a peer or senior/exec level degree in a technical field or 11 years of professional experience in a directly relatable role

Experience supporting or leading programs that implement generative AI and/or agentic capabilities within customer-facing or operational environments including integration with existing enterprise systems and with delivering AI-enabled solutions at scale with awareness of data privacy security governance and measurable business impact (e.g. efficiency gains improved customer experience automation outcomes).nExperience working in a hands-on role with total ownership for driving initiatives in their portfolio. Demonstrated experience should include being an interface role between business and technical a technical and analytical problem solver stitches between their work and the broader strategy and demonstrates adaptability in their approach to solving problems. nDemonstrated ability to understand and explain complex business processes systems and tools with a keen focus on upstream/downstream impact