Senior Project Manager, Customer Systems Transformation

Apple Inc

Confirmed live 2 days ago High trust

Quick summary

Work type: On-site
Location: Austin, TX
Posted: 175 days ago
Freshness: Confirmed live 2 days ago
Nearby: 99+ roles within 25 mi

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Salary context

How this pay compares to similar roles

Similar $190k

$130k most similar roles pay here $244k

This listing doesn't post a salary. Most similar roles pay $156,700–$223,750.

Based on 239 similar postings.

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About Apple Inc

Apple Inc. is a multinational technology company known for designing and manufacturing consumer electronics, software, and online services, including the iPhone, Mac, iPad, and App Store. Industry: Consumer Electronics & Software

Apple Inc currently has 1984 open roles on FindRole.

Listed pay typically runs $175,000–$277,600 across 1590 roles with salary data.

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At a glance

TL;DR · Senior Project Manager, Customer Systems Transformation

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Senior Project Manager – Customer Systems Transformation (ASO) joins the Customer Systems and Support team within the Apple Store Online organization. This role involves managing complex, large-scale eCommerce and contact center initiatives, ranging from traditional system enhancements to advanced AI-driven capabilities like intelligent routing, conversational AI, workflow automation, and LLM-supported decisioning. The project manager will lead end-to-end lifecycles including process mapping, requirement creation, resource forecasting, and change management while influencing solution architecture for scalable systems. Key responsibilities include coordinating with engineering teams to simplify workflows through platform integration and ensuring data governance across various digital programs. Candidates must possess expertise in payment systems, order maintenance tools, workforce management applications, and telephony or chat infrastructure. The role focuses on solving technical challenges within the retail customer journey, specifically improving assisted sales touchpoints and automated customer experiences.

Skills

e-Commerce Generative AI LLM Workflow Automation Business Analytics Process Mapping System Architecture Data Governance Chat Systems Workforce Management

What you'll do

Lead end-to-end implementation of large-scale global eCommerce and AI-driven customer experience initiatives.
Manage all project phases including scope definition, resource forecasting, process mapping, and requirement gathering.
Develop automation and AI-enabled features such as intelligent routing and conversational AI for customer systems.
Communicate technical risks, trade-offs, and architectural considerations to leadership across all levels.
Influence system architecture and integration strategies to ensure scalable and sustainable platform solutions.
Conduct deep-dives with stakeholders to ensure technical feasibility and measurable business outcomes.
Simplify complex workflows through automation and platform integration in collaboration with engineering teams.
Execute project management methodologies to ensure high-quality delivery of both traditional and AI-enabled programs.

What we're looking for

Minimum of 7 years of professional experience in a product, project, or program management role.
A BA/BS degree in a technical field or 11+ years of professional experience in a directly relatable role.
Experience with Contact Center and e-Commerce systems including payments, order maintenance, workforce management, and telephony/chat infrastructure.
Proven ability to influence stakeholders at all levels, from peers to senior executive leadership.
Experience implementing generative AI or agentic capabilities within customer-facing or operational environments.
Familiarity with delivering AI-enabled solutions at scale while managing data privacy, security, and governance.
Demonstrated experience acting as a primary interface between business and technical teams to drive initiatives.
Ability to analyze complex business processes and systems with a focus on upstream and downstream impacts.