Program Manager - WW BPR Retail Fulfillment Operations
Sunnyvale, California, United States
Operations and Supply Chain
As a Program Manager within WW Business Process Re-Engineering supporting the Apple Retail Fulfillment Operations team, you will work with a globally dispersed and highly cross-functional team to implement new capabilities. You will handle all aspects of specific fulfillment programs and projects, including timelines, budgets, resource allocation, scope and definition, deliverables, and implementation. This role will span all aspects of Retail Fulfillment for Apple, including e-commerce and multi-channel capabilities, payment services processing, post-order support, store supply replenishment, reverse logistics, and new product introductions (NPI). You will have the ability to lead medium to large-size, global cross-functional projects and be responsible for leading and identifying business process re-engineering opportunities. This role requires a deep understanding of fulfillment operations throughout the supply chain to handle complex, global initiatives supporting various initiatives. You will lead cross-organizational teams to define, build, and roll out innovative technology and business process solutions that improve customer satisfaction, build customer loyalty, drive revenue, and increase efficiencies. The role will work with senior management and global teams to define process and capability roadmaps, driving improvements of the organization, processes, and use of systems and data for Apple's Retail Fulfillment Operations organization.Description Understanding future strategies and directions to anticipate needs. Building internal and external expertise driving best practice and innovation. Lead assessment of current organization/process/data and systems to identify gaps and design future state assessment. Proposing and driving new solutions that may be implemented globally or for specific geographies as needed. Develop metrics such as customer satisfaction, user acceptance, business impact, etc. Use analytical skills to help rationalize and inspire change. Ability to understand and influence the technical solution and scalability concerns. Success requires an individual to think strategically, connect the dots of the bigger picture, and be comfortable with the details of the key deliverables. Set the highest standard regarding the overall experience of your business users and project teams. Should be self-motivated, able to work with minimal direction in a global, fast-paced, sometimes ambiguous environment. An accomplished teammate capable of working with business teams to identify improvements and deliver capabilities that exceed our customers' expectations.Minimum Qualifications - Bachelor's degree required in Engineering or relevant fields like Industrial Engineering, Operations Research.
- Minimum of 8 years in project and program management combined with logistics, supply chain, and fulfillment operations with e-commerce and/or retail highly preferred. Consulting background experience is helpful.
- Demonstrate deep functional domain expertise in the Retail and E-Commerce Fulfillment space.
- Ability to capture and synthesize detailed, global business requirements and design specifications.
- Experience in facilitating project-related testing, roll-out, training, and post-mortem support.
- Experience in defining and implementing KPIs for operational metrics. Identify critical success measures for projects being implemented.
- Proficient knowledge of process mapping and other process analysis techniques.Key Qualifications
- Address escalations, quickly assess and develop root cause analysis and problem solution for operations escalations.
- Broad supply chain management, payment processing experience, and/or fraud mitigation in specific areas related to logistics, e-commerce fulfillment, inventory management, or order-to-cash.
- Relevant experience working with online and retail merchandising systems, data management, data architecture, payment, fraud, and CRM systems.
- Understanding and/or experience with SAP, Global Track and trace systems, Carrier integration knowledge, Warehouse management systems, Distribution Center operations knowledge, Business Objects, and other key reporting technologies.
- Proficient knowledge of the systems implementation and development life cycles.
- Proficient at running multiple efforts simultaneously in a global capability, which includes working on projects with teams based outside the US.
- Demonstrable ability to operate autonomously across multiple teams in a matrix organization.
- Proven ability to lead teams with or without direct reports; natural leader and motivator, lead through influence.
- Relevant project management qualifications preferred, such as PMP / Scrum Master certification.
- Superb communication and presentation skills.
- Consistent record of leading strategic programs, combined with the ability to execute tactical project-level activities and tasks.
- Experience in managing global, complex projects including stakeholder engagement, risk management.
- Ability to lead change management activities, implementing new ideas effectively within the Apple culture; influence decisions and change management through collaboration, leadership, and a customer-focused approach.
- Ability to serve as a liaison to Operation business teams to develop solution capabilities (requirements, user testing, etc.) to support Retail Fulfillment programs, as well as Information Technology teams to design and implement robust technical solutions.
- Work with business leads to define and run business process and technology roadmaps in support of long-term divisional strategies.
- Ability to drive the design, development, implementation, and management of procurement/materials solutions for Customer.
- MS (in relevant fields like Industrial Engineering, Operations Research etc.) or MBA is desired.
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