As a Project and Program leader, 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 - someone who thrives in complexity, brings clarity to ambiguity, and mobilizes teams toward ambitious outcomes. You know how to influence without authority, build deep trust across functions, and drive alignment at senior levels. You balance decisiveness with empathy, ensuring that teams feel both challenged and supported.
Responsibilities
Lead and develop a team of experienced project managers delivering across Voice, Chat, Payments, Fulfillment, Order Support, and emerging digital experience programs leveraging AI/ML solutions.
Create structure and focus in complex, fast-moving environments - connecting strategic intent to tangible execution plans.
Build strong, trust-based relationships across business, engineering, and operations to align on priorities and remove roadblocks.
Make sound decisions amid uncertainty, using data, experience, and judgment to drive clarity and results.
Hold teams accountable to high standards of delivery, quality, and impact - ensuring projects are executed with excellence, transparency, and measurable outcomes.
Foster a culture of collaboration, inclusion, and continuous improvement that inspires people to do their best work.
This role requires a leader who can think broadly, act decisively, and execute with precision - someone passionate about developing people, solving complex problems, and delivering meaningful change at scale.
Requirements
Deep understanding of the Software Development Life Cycle (SDLC) and strong technical fluency in contact centre and enterprise systems.
Known for building trusted cross-functional relationships and influencing outcomes without direct authority.
Uses data and insight to frame risk, surface opportunities, and guide decision-making.
Anticipates issues, acts with urgency, and rallies teams to navigate ambiguity with clarity and focus.
Exceptional communication and storytelling abilities across all organizational levels.
PMP or Certified Scrum Master preferred; Master's degree or equivalent experience a plus.
Models inclusion, curiosity, and respect for diverse perspectives - reflecting Apple's values in daily leadership.
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).
Additional Information
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.
Apple · Austin, TX