Sr. Program Manager – WW BPR Retail Fulfillment Operations
Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain
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As a Senior Program Manager within WW Business Process Re-Engineering supporting the Apple Retail Fulfillment Operations, you will work with a globally dispersed and highly cross-functional team to lead resources, prepare appropriate documentation based on the project size, delegate tasks to team members, effectively and communicate project status, explain business impacts to partners and leadership, lead project risk, monitor the change readiness of the business as well as conduct post-implementation audit reviews. You will handle all aspects of specific fulfillment programs and projects, including timelines, budgets, resource allocation, scope and definition, deliverables, and implementation. This role will span all aspects of Retail Fulfillment for Apple, including e-commerce and multi-channel capabilities, payment services processing, post-order support, store supply replenishment, reverse logistics, and new product introductions (NPI).
Key Qualifications
- Consistent record of leading strategic programs, combined with the ability to execute tactical project-level activities and tasks
- Broad supply chain management, payment processing experience, and/or fraud mitigation in specific areas related to logistics, e-commerce fulfillment, inventory management, or order-to-cash
- Relevant experience working with online and retail merchandising systems, data management, data architecture, payment, fraud, and CRM systems
- Understanding and/or experience with SAP, Global Track and trace systems, Carrier integration knowledge, Warehouse management systems, Distribution Center operations knowledge, Business Objects, and other key reporting technologies
- Proficient knowledge of the systems implementation and development life cycles
- Proficient at running multiple efforts simultaneously in a global capability, which includes working on projects with teams based outside the US
- Proficient knowledge of process mapping and other process analysis techniques
- Experience leading process improvement / continuous improvement initiatives using best-of-breed industrial engineering practices
- Demonstrable ability to operate autonomously across multiple teams in a matrix organization
- Superb communication and presentation skills
- Excellent leadership skills that enhance project team effectiveness
- Proven ability to lead teams with or without direct reports; natural leader and motivator, lead through influence
- Relevant project management qualifications preferred, such as PMP / Scrum Master certification
Description
You will have the ability to lead medium to large-size, global cross-functional projects. You will also be responsible for leading and identifying business process re-engineering opportunities. This role requires a deep understanding of fulfillment operations throughout the supply chain to handle complex, global initiatives supporting various initiatives. You will lead cross-organizational teams to define, build, and roll out innovative technology and business process solutions that improve customer satisfaction, build customer loyalty, drive revenue, and increase efficiencies.
The role will work with senior management and global teams to define process and capability roadmaps, driving improvements of the organization, processes, and use of systems and data for Apple's Retail Fulfillment Operations organization. This effort is directly linked to our retail channel(s) strategy and needs to be forward-looking.
This may include:
Understanding future strategies and directions to anticipate needs
Building internal and external expertise driving best practice and innovation
Situation analysis and audit of current organization / process / data and systems
Gap analysis of as-is vs. to-be
Proposing and driving new solutions that may be implemented globally or for specific geographies as needed
Develop metrics such as customer satisfaction, user acceptance, business impact, etc.
Use analytical skills to help rationalize and inspire change
Ability to understand and influence the technical solution and scalability concerns
Success requires an individual to think strategically, connect the dots of the bigger picture, and be comfortable with the details of the key deliverables
Set the highest standard regarding the overall experience of your business users and project teams
Should be self-motivated, be able to work with minimal direction in a global, fast-paced, sometimes ambiguous environment
An accomplished teammate capable of working with business teams to identify improvements and deliver capabilities that exceed our customers' expectations
Essential Duties and Responsibilities:
Serve as liaison to Operation teams to develop solution capabilities (requirements, user testing, etc.) to support Retail Fulfillment programs. Partners with key partners to solicit customer and associate feedback to identify program improvement opportunities for implementation. Consult business stakeholders and team members within Operations and Channel partners.
Act as a liaison between the business teams and IS&T (Information Systems and Technology or Apple's IT organization) to ensure that the business requirements are complete and met by the proposed technology solutions
Drives the design, development, implementation, and management of procurement/ materials solutions for Customer
Work with business leads to define and run business process and technology roadmaps in support of long-term divisional strategies
Lead change. Implement new ideas effectively within the Apple culture. Influence decisions and change management through collaboration, leadership, and a customer-focused approach
Provide functional domain expertise
Lead complex projects to major milestones. Develop project justification proposals, business cases, and return on investment estimates; obtain executive approval and funding
Develop and maintain critical project governance documentation to ensure the proper amount of structure is applied to enable project success
Capture and synthesize detailed, global business requirements and design specifications
Facilitate project-related testing, roll-out, training, and post-mortem work
Assess current and develop and implement future business processes. Apply analytical skills to rationalize change
Provide timely updates and elevate critical risks to project core team, management, and senior executive teams
Define and implement KPIs for operational metrics. Identify critical success measures for projects being implemented
Address escalations, quickly assess and develop root cause analysis and problem solution for operations escalations
Education & Experience
Bachelor's degree required, MS (in relevant fields like Industrial Engineering, Operations Research etc.) or MBA is desired
Minimum of 10 years in project and program management combined with logistics, supply chain, and fulfillment operations with e-commerce and/or retail highly preferred. Consulting background experience is helpful.