Manager, Apple Store Online BPR

Summary Posted: 19 Jan 2024 Role Number:200536330 The people here at Apple don’t just create products - we build the kind of wonder that has revolutionized entire industries. It’s the diversity of our people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it! The Retail Online Project Management team is looking for a proven Manager with exemplary project management, digital transformation, and program management skills to join our team. This role will lead a team supporting the implementation of key technology and business processes that span our e-commerce and Contact Center systems across multiple channels and platforms. The ideal candidate will be self-directed, motivated, and comfortable working in an extremely fast paced environment. Flexibility and adaptability are key attributes needed for success. This individual should also have strong analytical, process management and coordination skills to handle a variety of activities and complexities spanning the organization. Candidates must be willing to work at a very detailed level while still being able to abstract ideas for communication to the team and executive management. Inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Description Lead our team responsible for end-to-end implementation of transformational technology and process improvements focused on the interactions between contact center specialists and Apple customers, while facilitating an overall great customer experience for both our internal and external partners. To accomplish this, the candidate will need to coordinate resources, project scope, business requirement documentation, project documentation, project status reporting, project risk management, timelines, project communication, change management as well as post-implementation audit reviews. Additionally, the leader will act as a liaison between the business and technology groups to ensure business needs are adequately met with scalable and extensible technology solutions. Demonstrates Apple’s values of inclusion and diversity in daily activities. Role models inclusive leadership behaviors and builds, develops and retains diverse teams. Contributes to an inclusive environment through respecting each others’ differences and having the curiosity to learn. Takes action to ensure a safe, respectful, and inclusive environment for all team members. Key Qualifications

• 8+ years experience in leading process / project implementations, with at least 3-5 years of management experience, or direct leadership experience in an internal role.
• Detailed expertise related to business process re-engineering best practices and project management methodologies (i.e. Agile and Waterfall), as well as change management and organizational readiness tools and methodologies.
• A track record of leading project delivery for a large, multi-functional project portfolio
• Deep strategic and technical knowledge in Contact Center technologies including but not limited to NLP, RPA, IVR, Live Video streaming, Screen-sharing, Data solutions and Staffing tools.
• Strong critical thinking, with outstanding analytical, influencing, and interpersonal skills.
• The ability to achieve results in an ambiguous environment
• Superb communication and presentation across the organization
• Collaborative, flexible, open working style and an ability to establish trust and credibility quickly
• Outstanding partner management experience at the most senior levels, superior influencing and collaboration skills
• Drive strategic discussions and convert strategy to action
• Technical skill required to effectively discuss and strategize with Information Technology leads
• Ability to drive Capital Planning conversations including investment trade-offs, technical debt and prioritisation
• Interpersonal communication skills with expertise distilling complicated technical topics to a broader audience
• Deep expertise of Apples Digital Commerce ecosystem and the Retail Contact Center technologies and processes (preferred)
Certified Scrum Master required, SAFe Certification (preferred)

Education & Experience Bachelors Degree or equivalent experience. Masters Degree (preferred) Additional Requirements