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About the Role

As a Project and Program leader on the Apple Store Online team, you will lead a team of senior project managers responsible for Apple’s most complex, high-impact initiatives across Retail Online and the global Retail Contact Center ecosystem. You will shape direction, elevate performance, and build the systems, people, and partnerships that enable world-class delivery. You are a strategic operator and inspirational people leader who thrives in complexity, brings clarity to ambiguity, and mobilizes teams toward ambitious outcomes.

Responsibilities

Lead a team of senior project managers responsible for Apple’s most complex, high-impact initiatives across Retail Online and the global Retail Contact Center ecosystem.
Shape direction, elevate performance, and build the systems, people, and partnerships that enable world-class delivery.
Influence without authority, build deep trust across functions, and drive alignment at senior levels.
Balance decisiveness with empathy, ensuring that teams feel both challenged and supported.
Partner cross functionally to deliver scalable, efficient, and customer centric processes and technology solutions.
Rethink the shopping experience and assisted sales touch-points throughout the customer journey.
Manage Voice/Chat systems, Payments, Customer Care, Delivery, Fulfillment and other Digital Programs.
Use data and insight to frame risk, surface opportunities, and guide decision-making.
Anticipate issues, act with urgency, and rally teams to navigate ambiguity with clarity and focus.

Requirements

10+ years of experience leading complex, cross-functional programs in technology, eCommerce, or Contact Center environments.
5+ years of proven success managing and developing teams or managers, with a focus on driving clarity, accountability, and measurable business outcomes.
Demonstrated ability to influence at all levels of an organization, whether with a peer or senior/exec level leadership.
Deep strategic and technical knowledge in eCommerce and/or Contact Center technologies (ex. payments/financing applications, order maintenance tools, fulfillment and order management, Agentic AI solutions, telephony/chat/video systems and infrastructure).
Deep understanding of the Software Development Life Cycle (SDLC).
Strong technical fluency in contact centre and enterprise systems.
Known for building trusted cross-functional relationships and influencing outcomes without direct authority.
Exceptional communication and storytelling abilities across all organizational levels.
Models inclusion, curiosity, and respect for diverse perspectives — reflecting Apple’s values in daily leadership.

Skills

Project management
Program leadership
Team management
Strategic thinking
Operational excellence
People leadership
Complexity management
Ambiguity resolution
Influencing without authority
Cross-functional collaboration
Alignment driving
Decisiveness
Empathy
eCommerce technologies
Contact Center technologies
Software Development Life Cycle (SDLC)
Data analysis
Risk assessment
Opportunity identification
Decision-making
Urgency
Communication
Storytelling

Location

Remote

Work Type

Full-time

Experience Level

Senior
10+ years experience
5+ years management experience

Education Level

PMP or Certified Scrum Master preferred
Master’s degree or equivalent experience a plus

About the Company

Apple doesn’t just create products — they build the kind of wonder that’s revolutionized entire industries.
The diversity of people and their ideas inspires the innovation that runs through everything Apple does, from amazing technology to industry-leading environmental efforts.
At Apple, inclusion is a shared responsibility, and they work together to foster a culture where everyone belongs and is inspired to do their best work.
The Apple Store Online team is responsible for Apple’s largest store.
Their main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are.
The 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.
They are chartered with rethinking the shopping experience and the assisted sales touch-points throughout the customer journey, spanning Voice/Chat systems, Payments, Customer Care, Delivery, Fulfillment and many other Digital Programs.

Equal Opportunity

Inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Models inclusion, curiosity, and respect for diverse perspectives — reflecting Apple’s values in daily leadership.