Business System and Process Manager (E-Commerce)

Apple Inc.; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

A leading technology company seeks a Business System and Process Manager to enhance the customer experience across online and retail channels. The role involves leading cross-functional teams, applying best-in-class project management practices, and leveraging innovative technologies for operational excellence. Candidates should have extensive experience in business process management and project management methodologies, with a strong emphasis on collaboration and problem-solving in a dynamic environment.

Qualifications

• 8+ years of experience in business process management or related field.
• Experience leading cross-functional teams.
• Familiarity with CRM and ERP systems.

Responsibilities

• Lead cross-functional programs to improve customer experience.
• Apply best project management practices like Agile and Scrum.
• Champion User Acceptance Testing and change management.

Skills

Analytical skills

Problem-solving skills

Communication

Interpersonal skills

Project management methodologies

Education

Degree in Business Administration, Engineering, Computer Science

Tools

CRM

ERP

SAP

Web technologies

Job description

Business System and Process Manager (E-Commerce)

Singapore, Singapore Operations and Supply Chain

Description

- Lead and Drive Transformational Cross-Functional Programs: Lead and drive end-to-end cross-functional programs focused on improving the customer experience within the Apple Online Store and e-commerce marketplaces across the Asia Pacific region. This includes defining program scope, objectives, and success metrics aligned with overall business strategy.- Apply Best-in-Class Project Management Practices: Use industry-leading project management methodologies (e.g., Agile, Scrum, Waterfall) to plan, implement, and monitor projects effectively. Implement robust risk management strategies and ensure adherence to project governance frameworks.- Serve as a Solution Architect and Agile Partner: Act as a solution architect, collaborating closely with engineering teams to design, develop, and deliver scalable and innovative capabilities using Agile methodologies when applicable.- Champion User Acceptance Testing (UAT) and Change Management: Lead and manage comprehensive User Acceptance Testing (UAT) processes and drive effective change management strategies to ensure smooth adoption and successful implementation of new business processes and system changes post launch.- Leverage innovative Technologies for Operational Excellence: Identify and implement opportunities to demonstrate groundbreaking technologies such as AI/ML, GenAI, and RPA to drive efficiency gains, automate repetitive tasks, and improve the overall performance of operations teams. Continuously explore and evaluate emerging technologies.- Orchestrate End-to-End Fulfillment and Commercial Business Processes: Architect and optimize seamless, integrated business processes across internal Operations and cross-functional teams, including Apple Store Online, Apple Retail Store, Retail Contact Centers, Commercial, Finance, and AppleCare. Focus on creating a unified and efficient customer journey.- Drive Continuous Improvement and Innovation: Foster a culture of continuous improvement and innovation within the team, encouraging experimentation, data-driven decision-making, and a relentless focus on optimizing business processes and systems. Benchmark against industry standard methodologies and find opportunities to differentiate Apple's customer experience.

Minimum Qualifications

• 8+ years of experience in business process management, system implementation, project management, or a related field.
• Experience leading cross-functional teams and managing complex projects.
• Proficiency in project management methodologies (e.g., Agile, Scrum, Waterfall).
• Familiarity with CRM, ERP, and other enterprise systems.
• A proven ability to influence and collaborate across all levels of the organization thanks to excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Degree or equivalent experience in Business Administration, Engineering, Computer Science, or a related field.

Preferred Qualifications

• Proven experience in consulting within the tech industry, or direct experience with e-commerce platforms, omni-channel retail, or supply chain projects.
• Demonstrated ability to thrive in a matrixed, global organization, collaborating effectively across diverse teams and cultures.
• Hands-on experience with solutioning in either SAP or web technologies.
• Fluency in Japanese business language would be a significant advantage due to market coverage