Sr. Project Manager - Digital Support (ASO)
Core
Senior Project Manager leading end-to-end implementation of mid-to-large scale regional and global eCommerce initiatives and contact center solutions for Apple's Retail Online organization.
Role type
Senior IC Project Manager (eCommerce/Contact Center)
Builds
Scalable, efficient, and customer-centric processes and technology solutions for digital shopping, payments, customer care, delivery, and fulfillment.
Domain
Retail eCommerce and Contact Center Operations
Required skills
Project/Program Management, Business Analytics, Process Mapping & Optimization, Technical Requirement Creation, Solution Architecture Influence, Change Management, Cross-functional Collaboration, Risk Management, User/Integration/Production Testing, Project Cutover & Closeout
Preferred skills
Hands-on initiative ownership, Technical & Analytical Problem Solving, Global Organization Experience, Waterfall & Agile Methodologies, SAP S4 HANA, AI in Contact Centers, Genesys Routing Solutions, Order to Cash Processes, PMP Certification, Certified Scrum Master
Technologies
SAP S4 HANA, Genesys, AI applications, Telephony/Chat systems, Workforce management applications, Payments/Financing applications, Order maintenance tools
Responsibilities
Lead end-to-end implementation of multiple mid-to-large scale regional and/or global eCommerce initiatives with overlapping timelines. Lead all phases of projects including scope definition, resource forecasting, process mapping, requirement creation, timeline creation, communications, change management, testing, and go-live. Collaborate with business and technology teams to ensure project objectives are met and solutions are simple yet lasting. Drive project-centric discussions with diverse team members to focus efforts on defined objectives.
Seniority
Senior, hands-on IC