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Quality Project Manager, Retail Customer Care



Customer Service, Operations, Quality Assurance
Austin, TX, USA
Posted on Friday, May 31, 2024


Weekly Hours: 40
Role Number:200552580
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience!” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in. We are looking for an outstanding and multi-skilled Project Manager, with a proven record of leading diverse and sophisticated projects from concept through implementation in either an e-Commerce or Contact Center landscape. You will manage the work throughout the entire project life cycle while playing a key role in leading the evolution and adoption of the aligned strategy.


The Retail Customer Care Quality team is looking for a motivated project manager to lead the end-to end implementation of multiple regional and global Contact Center initiatives. You will lead all phases of projects within the portfolio, including defining scope, resource forecasting and allocation, timeline creation, documentation, communication, and project launches. This role will communicate status, next steps, risks, and progress both inside and outside the organization to cross-functional partners, peers, and executive leadership. You will drive project-centric discussions and deep dives with team members from a diverse set of backgrounds and roles, and harnesses these discussions to focus efforts on the objectives of their defined body of work. You will develop customized processes and workflows as needed to deliver on the brief and scope of work while leading work with passion and tact to resolve conflicts and make critical decisions and trade-offs to ensure projects are successful through creative and lateral thinking.

Minimum Qualifications

Key Qualifications

  • 5+ years experience managing complex projects in e-commerce, contact center, or a creative agency environment.
  • Exceptional interpersonal skills and ability to work well with people from different disciplines and varying degrees of functional expertise.
  • Demonstrates confidence leading multiple medium/large scale initiatives, and manages deliverables effectively based on business need.
  • Ability to work efficiently under deadlines with numerous projects on hand.
  • Communicates in a clear and consistent manner which translates conversations and ideas from strategy into action.
  • Skilled in navigating an environment of ambiguity and uncertainty, making sound decisions, and setting direction in their work even when needed information or data may be missing or incomplete.
  • Able to remain composed and balance high pressure situations to successfully operate in a real-time, fast-paced environment.
  • Deep expertise with employee sentiment strategies.
  • Passionate about learning, creativity, and creating meaningful audience experiences.
  • Excellent presentation, writing, and editing skills.
  • Strict adherence to company policy on confidential materials.
  • Makes space to listen, learn, and amplify diverse perspectives and experiences.
  • Actively seeks out opportunities to champion and celebrate inclusion and diversity.

Preferred Qualifications

Education & Experience

Additional Requirements

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. Learn more about your EEO rights as an applicant.