Job Details

Director, Apple Store Online Customer Systems

Austin, Texas, United States

Corporate Functions

Summary

Posted: Apr 24, 2025

Role Number: 200601156

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!

The ASO Customer Systems team is focused on advancing capabilities used to support customers needing assistance beyond our Online Store. This team is responsible for our customer contact technologies, internal facing applications and platforms used to support our contact centers and operational functions around the globe, and the underlying data architecture and infrastructure required to provide reporting across our business. This is a deeply technical organization centered around bringing together technologies and expertise across Product Management, Application Development, Conversational Systems, and Data Engineering functions, to advance our ability to create amazing customer experiences as we engage with the Apple customer.

Description

In this role, you will be responsible for bringing together multiple functions, to define, develop, and deliver new technologies and capabilities supporting both internal and external customers. You will develop and lead a technical portfolio of work, and will stitch across functions to ensure a cohesive customer experience, while considering operational excellence, scale, process efficiency, advancing technologies, and solutions flexibility.

In this role, you will oversee the following teams:

Specialist Platforms, a product centric team, focused on providing customer engagement, sales, and order support applications to our contact center specialists located around the globe.

Conversational Systems, a product and design based team, responsible for our chat bots and voice systems that customers engage as they contact Apple

Rapid Applications Development (RAD), a small team of developers focused on building internally facing business operations supporting applications

Business Intelligence, a data centric team, focused on data engineering and building internal business reporting solutions

Minimum Qualifications

• 15+ years experience in an e-commerce systems, Product Management, Program management, or relevant function, with 7+ being in a senior leadership role.

• Experience building and leading high-performing, global technical teams focused on delivering digital product supporting either business operations or customer engagement/support applications.

• Experience leading global dispersed teams, and willingness to engage off-hours as required.

• Proven ability to lead strategy and vision development for an organization, and implementing a portfolio of work to achieve desired business objectives.

• Bachelor’s degree in a related field or equivalent practical experience.

Preferred Qualifications

• Uses deep technical expertise to ensure that product/platform designs provide both scale and flexibility, to support constantly evolving business needs

• People centric leader, intentional about building a diverse and inclusive culture within their organization

• Builds capacity and capability within their teams through effective employee development, goal-setting, coaching, and communication

• Excellent communication and presentation skills, with the ability to convey complex information to both technical and non-technical partners, across all levels of an organization including senior leadership groups and executives. Is an excellent story-teller and understands the concept of saying more with less.

• Influences at all levels within an organization, and leads through times of clarity or ambiguity, when they have authority as well as when they don’t

• Cross-functional leader, that builds trust, credibility, and lasting partnerships across organizations. Is consistently sought out as a trusted business partner and leader with a point of view by team members.

• Strong analytical problem-solver who is highly analytical and makes data driven decisions to drive business strategy and informed decision making.

• Excellent attention to detail, someone who thrives in an ambiguous, fast-paced environment where time is of the essence.

• Builds sound business strategies, and converts strategy to action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process based solutions.

• Has deep familiarity with the software development life cycle (SDLC), and experience with both Waterfall and Agile product/program management methodologies

• Experience implementing AI/GenAI technologies in solutions supporting business operations or customer engagement applications.

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) .

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) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.