Job Details

Weekly Hours: 40

Role Number: 200626143-0157

Summary

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

We’re looking for an exceptional Project Manager that brings deep technical proficiency alongside the skills more commonly associated with a PM, 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. ?

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/exec 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .