Sr. Project Manager - Digital Support (ASO)

Apple Inc.; Austin, Northern (TX, KY); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Apple Inc. is seeking a Senior Project Manager based in Austin, TX to lead end-to-end eCommerce initiatives and cross-functional programs within Retail Online.

The role requires strong technical proficiency, effective communication, and the ability to drive multi-team collaboration across business and engineering stakeholders. Ideal candidates bring 7+ years in PM, experience with contact center or eCommerce systems, and a technical BA/BS or equivalent.

Qualifications

• 7+ years of experience in a product, project, or program management role.
• Broad experience with Contact Center and/or e-Commerce systems and technologies.
• BA/BS in a technical field, or 11+ years in a directly relatable role.

Responsibilities

• Lead end-to-end implementation of multiple mid-to-large scale regional/global eCommerce initiatives.
• Oversee all project phases: scope, resources, process mapping, technical/functional requirements, timelines, testing, go-live, retrospectives.
• Collaborate with business and tech teams to ensure objectives are met and solutions are simple yet durable.
• Drive discussions with diverse teams to focus on defined work objectives.

Skills

Project management

Stakeholder management

Cross-functional collaboration

Business analysis

Education

BA/BS in technical field

Tools

SAP S4 HANA

Genesys

Waterfall/Agile

Job description

Austin, Texas, United States Corporate Functions

Imagine what you could do here! The people here at Apple don’t just create products — they build 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. 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 work.Here on the Apple Store Online team, we are responsible for Apple’s 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 things.Our Customer Systems and Support 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.

Description

We’re looking for an exceptional Senior Project Manager that brings deep technical proficiency alongside the skills more commonly associated with a project manager, and that has a consistent record of leading diverse and complex projects from conception through implementation in either an e-Commerce or Contact Center landscape. In this role, you will traverse an array of project/program management skills (ex. business analytics, process mapping and optimization, business and technical requirement creation, influencing solution architecture, evaluating solutions through testing, leading others through change) to deliver new features and capabilities for ASO.

• Be the voice of their body of work. Communicate effectively and transparently across all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required.
• Build strong relationships with partner teams both inside and outside of the organization, and use these strengths to positively influence the direction of their portfolio.
• Understand complex system landscapes and offer technical suggestions to engineering teams.
• Influence and shape system architecture and integration strategies and platform design.
• Strive for operational excellence by incorporating Apple’s standard methodologies for Project Management, to ensure consistent delivery of quality business solutions.
• Quickly become and serve as a resource and technical SME for Retail Online in the area where your project work takes you.
• Contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn.

Responsibilities

• Lead 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.
• Lead all phases of projects, including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), change management, user/integration/production testing, project cutover/go-live’s, retrospectives, and closeout.
• Collaborate with business and technology teams, ensuring project objectives are being met, scope is continuously understood by all relevant parties, and that the technical solutions being implemented are as simple as possible yet lasting in tenure.
• Drive project-centric discussions and deep-dives with team members from diverse business and technical backgrounds and roles, and use these discussions to focus efforts on the objectives of their defined body of work.

Minimum Qualifications

• 7+ years of professional experience working within a product, project, or program management role.
• Broad 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).
• Demonstrated ability to influence at all levels of an organization, whether with a peer or senior/executive level leadership.
• BA/BS degree in a technical field, or 11+ years of professional experience in a directly relatable role.

Preferred Qualifications

• Experience 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 teams.
• Is a technical and analytical problem solver, stitches between their work and the broader strategy, and demonstrates adaptability in their approach to solving problems. Thinks with a focus on implementing simple but lasting solutions.
• Demonstrated ability to understand and explain complex business processes, systems, and tools with a keen focus on upstream/downstream impact.
• Has worked within a global organization, where work may include a mix of regional or global scope.
• Has familiarity and has used both Waterfall and Agile project management methodologies in their prior work experience.
• Experience and proficiency with SAP (S4 HANA), awareness of AI application within a contact center environment, knowledge of Genesys routing solutions, order to cash processes, etc. are differentiating and desirable skillsets.
• PMP or Certified Scrum Master.

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

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