Senior Project Manager - Customer Systems Transformation (ASO)

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 (CSS) 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 Program/Project Manager that brings deep technical and execution proficiency, and has a consistent record of leading diverse and complex projects from conception through implementation in either an e-Commerce, Contact Center, or AI-enabled customer systems landscape.

Responsibilities:

In this role, you will apply a broad range of program management skills (business analytics, process mapping, business and technical requirement creation, influencing solution architecture, solution evaluation and testing, leading others through change) to deliver new features and capabilities for ASO - including automation and AI-enabled customer experiences where applicable.

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. Initiatives may span traditional system enhancements as well as AI-driven capabilities such as intelligent routing, conversational AI, workflow automation, and LLM-supported decisioning.

Lead all phases of projects including: scope definition, resource forecasting and allocation, as-is and to-be process mapping (inclusive of human + AI workflows), business and technical requirements, timeline creation, communications (status, risks, scope changes), change management, user/integration/production testing, go-live, retrospectives, and closeout.

Be the voice of your body of work. Communicate effectively and transparently across all leadership levels, proactively elevating risks, trade-offs, and architectural considerations - particularly where emerging technologies and data governance intersect.

Build strong relationships with partner teams inside and outside the organization, using those partnerships to influence portfolio direction and align on scalable, secure, and sustainable solutions.

Understand complex system landscapes and offer thoughtful technical suggestions to engineering teams, identifying opportunities to simplify workflows through automation and platform integration.

Influence and shape system architecture and integration strategies, ensuring solutions are simple, durable, and aligned to long-term platform evolution.

Drive structured deep-dives with diverse business and technical stakeholders to ensure clarity of objectives, technical feasibility, and measurable business outcomes.

Strive for operational excellence by leveraging Apple's standard Project Management methodologies to ensure consistent, high-quality delivery across both traditional and AI-enabled initiatives.

Quickly become a trusted resource and technical SME for Retail Online in the domains your projects touch.

Contribute to an inclusive environment through respect, curiosity, and continuous learning.

Preferred Qualifications

Experience supporting or leading programs that implement generative AI and/or agentic capabilities within customer-facing or operational environments, including integration with existing enterprise systems and workflows.

Familiarity with delivering AI-enabled solutions at scale, with awareness of data privacy, security, governance, and measurable business impact (e.g., efficiency gains, improved customer experience, automation outcomes).

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.

Demonstrated ability to understand and explain complex business processes, systems, and tools with a keen focus on upstream/downstream impact

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