Manager, Apple Store Online BPR Project Management
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.
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 developing a team of extraordinary 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 our Apple Retail (Online + Stores) transition to S4 HANA.
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 the SAP transition to S4 program through a Retail lens, including scope, requirements, timelines, prioritization and execution.
Foster collaboration across cross-functional partners to formulate the roadmap, drive execution, and manage intake pipeline.
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 an active role in improving how solutions are built and projects are executed within the Apple Services Engineering organization.
- 10+ years of professional experience within a technical product/program/project management role.
- 2+ years managing a team of technical program/project managers
- 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
- 5+ years experience leading a team responsible for delivering projects of high complexity, from ideation through delivery, in both Waterfall and Agile landscapes.
- 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)
- Excels in relationship building and has proven success in influencing without direct authority.
- Uses data to build cases and stories defining risk and opportunities
- Sees around corners, identifies potential areas of concern, has a sense of urgency, and can rally teams to review and mitigate risk in a program.
- Cuts through ambiguity by establishing priorities, developing plans, and anticipating risks.
- Is self-motivated and enthusiastic, enjoys solving problems with teammates, and has demonstrated creative and critical thinking capabilities.
- Has best-in-class communication and presentation skills (written & verbal) to all levels of an organization.
- Demonstrates attention to detail and enjoys both hands-on work and high-level strategic thinking.
- Has worked within a global organization, where work may include a mix of regional or global scope.
- PMP or Certified Scrum Master a plus.
- Masters Degree or equivalent.
- Contributes to an inclusive environment through respecting each others’ differences and having the curiosity to learn, and demonstrates Apple’s values of inclusion and diversity in their daily activities.
- Experience and proficiency with SAP (S4 HANA). 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).