Senior Project Manager – Customer Systems Transformation (ASO)

Apple•Austin, TX

About The Position

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.

Requirements

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

Nice To Haves

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

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