Job Details

Director, Apple Store Online Customer Systems

Austin, Texas, United States Corporate Functions

Description

In this role, you will be responsible for bringing together multiple functions to define, develop, and deliver new technologies and capabilities supporting both internal and external customers. You will develop and lead a technical portfolio of work and stitch across functions to ensure a cohesive customer experience, while considering operational excellence, scale, process efficiency, advancing technologies, and solutions flexibility. In this role, you will oversee the following teams:

1. Specialist Platforms: A product-centric team focused on providing customer engagement, sales, and order support applications to our contact center specialists located around the globe.
2. Conversational Systems: A product and design-based team responsible for our chat bots and voice systems that customers engage as they contact Apple.
3. Rapid Applications Development (RAD): A small team of developers focused on building internally facing business operations supporting applications.
4. Business Intelligence: A data-centric team focused on data engineering and building internal business reporting solutions.

Minimum Qualifications

• 15+ years experience in e-commerce systems, Product Management, Program management, or relevant function, with 7+ being in a senior leadership role.
• Experience building and leading high-performing, global technical teams focused on delivering digital products supporting either business operations or customer engagement/support applications.
• Experience leading globally dispersed teams, and willingness to engage off-hours as required.
• Proven ability to lead strategy and vision development for an organization, and implementing a portfolio of work to achieve desired business objectives.
• Bachelor's degree in a related field or equivalent practical experience.

Preferred Qualifications

• Uses deep technical expertise to ensure that product/platform designs provide both scale and flexibility, to support constantly evolving business needs.
• People-centric leader, intentional about building a diverse and inclusive culture within their organization.
• Builds capacity and capability within their teams through effective employee development, goal-setting, coaching, and communication.
• Excellent communication and presentation skills, with the ability to convey complex information to both technical and non-technical partners, across all levels of an organization including senior leadership groups and executives. Is an excellent storyteller and understands the concept of saying more with less.
• Influences at all levels within an organization, and leads through times of clarity or ambiguity, when they have authority as well as when they don't.
• Cross-functional leader that builds trust, credibility, and lasting partnerships across organizations. Is consistently sought out as a trusted business partner and leader with a point of view by team members.
• Strong analytical problem-solver who is highly analytical and makes data-driven decisions to drive business strategy and informed decision-making.
• Excellent attention to detail, someone who thrives in an ambiguous, fast-paced environment where time is of the essence.
• Builds sound business strategies, and converts strategy to action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process-based solutions.
• Has deep familiarity with the software development life cycle (SDLC), and experience with both Waterfall and Agile product/program management methodologies.
• Experience implementing AI/GenAI technologies in solutions supporting business operations or customer engagement applications.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.