Senior Project Manager – Customer Systems Transformation (ASO)
Core
Lead end-to-end implementation of mid-to-large scale regional and global eCommerce initiatives, including AI-driven capabilities like intelligent routing, conversational AI, and workflow automation for Apple's online store.
Role type
Senior Program/Project Manager (e-Commerce & AI-enabled customer systems)
Builds
Scalable, efficient, and customer-centric processes and technology solutions for Retail Customers and global Call Center Specialists
Domain
E-Commerce, Contact Center, AI-enabled customer systems
Deliverable
production ML models | product features
Required skills
Program management, process mapping, solution architecture influence, change management, stakeholder communication, technical requirement creation, risk management, testing coordination, strategic alignment
Preferred skills
Generative AI and agentic capabilities implementation, data privacy and governance, hands-on ownership of initiatives, technical problem solving, complex business process analysis
Technologies
Conversational AI, LLM-supported decisioning, telephony/chat systems, payments/financing applications, order maintenance tools, workforce management applications
Responsibilities
Lead end-to-end implementation of multiple mid-to-large scale eCommerce initiatives; Define scope, forecast resources, map processes, create timelines, manage change, and execute testing and go-live; Communicate risks and architectural considerations to leadership; Build partnerships to influence portfolio direction; Drive deep-dives with stakeholders to ensure technical feasibility and business outcomes; Contribute to an inclusive environment
Seniority
Senior, hands-on IC
