Sr. Manager, Apple Store Online BPR Project Management

Summary

Posted: Dec 10, 2024

Role Number:200582530

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 Business Process Re-engineering (BPR) 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

As both a technical and people leader, you will play a pivotal role in shaping our strategy – what we build and how we build it – while leading a global team of extraordinary direct managers and program/project managers. Leaders at Apple are hands on, in the details, and personally accountable for the success of their teams & projects. In this global role, you will need expertise and a track record of coaching/building teams to deliver new features and capabilities for Retail Online and the Retail Customer Care teams. You are a thought leader and influence continuous improvement across the organization. We seek strong fundamentals, but require more. You foster strong relationships, build trust, and influence cross functional teams without direct authority. You communicate openly and clearly, collaborate enthusiastically, and value a culture of healthy debate. You thrive in uncertainty and strive to bring clarity and focus in a fast paced environment. You have a curious mind, always seeking to learn how things work. – Invest in the development of your team through hiring, coaching, and inspiring them to do their best work. – Oversee global portfolio of Online and RCC programs/projects including scope, requirements, timelines, prioritization and execution. – Foster collaboration across cross-functional partners to formulate the roadmap, drive execution, manage intake pipeline and global capacity of resources. – Drive on time delivery and deployment, establishing checkpoints, and communicating status updates with your team. Proactively identify issues, manage risks, identify mitigations, marshal resources, and re-plan as events warrant. – Play a leading role in improving how solutions are built and projects are executed within the Apple Services Engineering organization.

Minimum Qualifications

• 10+ years of professional experience within a technical product/program/project management role and 4+ years managing a team
• Deep strategic and technical knowledge in eCommerce and/or Contact Center technologies (ex. payments/financing applications, order maintenance tools, fulfillment and order management, workforce management applications, telephony/chat/video systems and infrastructure). Experience with transactional systems such as SAP.
• BA/BS degree in a technical field, or 11+ years of relevant experience

Preferred Qualifications

• 7+ years experience leading a team responsible for delivering projects of high complexity, from ideation through delivery, in both Waterfall and Agile landscapes.
• 3+ years managing managers/senior individual contributors.
• Relevant work experience in a Contact Center or e-commerce function where responsibilities were focused on delivering software/digital solutions.
• Has led the delivery of multiple eCommerce/Contact Center projects, under demanding timelines, while managing multiple work streams cross functionally across a large organization.
• Possesses a detailed and thorough understanding of the Software Development Life Cycle (SDLC)
• Role models inclusive leadership behaviors and builds, develops and retains diverse teams