Senior Program Manager, AI-Driven Customer Systems

Apple Inc.; Austin (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Apple Inc. is seeking a Program/Project Manager to drive cross‑functional, AI‑enabled initiatives in the Apple Store Online organization. You will oversee projects from conception to implementation across e‑Commerce and customer systems, partnering with Retail Online and Call Center teams in Austin.

You’ll lead scope, requirements, timelines, testing, go‑live. The ideal candidate has 7+ years in program management, experience with contact center or e‑commerce platforms, and the ability to

Qualifications

• 7+ years of professional experience in product, project, or program management.
• Broad experience with Contact Center and/or e-Commerce systems and technologies (payments/financing, order maintenance, workforce management, telephony/chat).
• Ability to influence at all levels of an organization, including executive leadership.
• BA/BS in a technical field, or 11+ years in a relatable role.

Responsibilities

• Apply program management skills to deliver new features for ASO including AI-enabled experiences.
• Lead end-to-end implementation of mid-to-large scale regional/global eCommerce initiatives for Retail Online.
• Manage scope, resources, processes, requirements, timelines, and testing through go-live.
• Communicate risks, trade-offs, and architecture considerations to leadership.
• Build cross-functional partnerships to align on scalable, secure, and sustainable solutions.
• Guide system architecture and integration strategies for long-term evolution.
• Lead deep-dives with stakeholders to ensure clear objectives and measurable outcomes.
• Ensure delivery aligns with Apple PM methodologies.
• Serve as a technical SME for Retail Online domains.
• Foster inclusive environment through respect and continuous learning.

Job description

Apple Inc. is seeking a Program/Project Manager to drive cross‑functional, AI‑enabled initiatives in the Apple Store Online organization. You will oversee projects from conception to implementation across e‑Commerce and customer systems, partnering with Retail Online and Call Center teams in Austin.

You’ll lead scope, requirements, timelines, testing, go‑live. The ideal candidate has 7+ years in program management, experience with contact center or e‑commerce platforms, and the ability to