• Job Code


Posted: Jun 27, 2019

Weekly Hours: 40

Role Number: 200073662

At Apple, we're a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. Everything we build is the result of people in different roles and teams working together to make each other's ideas stronger. That passion for innovation that goes into our products also applies to our internal BPR (Business Process Re-engineering) practices, strengthening our dedication to leave the world better than we found it.

Our teams feature a collaborative environment with creative people and cutting edge technologies. Project Management excellence is expected and encouraged. Come, join us in crafting solutions the world doesn't know of yet! A job at Apple is one that requires a lot of you, but it's also one that rewards forward-thinking and hard work. None of us here at Apple would have it any other way

The BPR Lead position is part of the WW Retail Commerce & Digital Experience (RCDX) BPR team, where we craft and seamlessly integrate technologies that enrich people's lives and deliver the absolute best customer experience. Come join RCDX BPR and drive innovation that matters!

Key Qualifications

  • Program/project management experience delivering complex technical projects
  • Extensive prior experience working in digital transformation, eCommerce and/or contact centers
  • Knowledge of the end-to-end Apple customer journey for Digital Retail
  • Experience presenting technical matters to senior management and multi-functional teams
  • Thrive in a collaborative environment with strong ability to clearly communicate while deftly driving multiple projects across many teams
  • Obsessively hardworking and inquisitive, and seek to tackle everyday problems in innovative ways
  • Be a tactful diplomat, problem solver, thinker and analyzer
  • Be an open-minded, humble and creative individual


The Retail Commerce & Digital Experience (RCDX) BPR Lead will be responsible for driving large, cross-functional projects related to the latest All in on iPhone initiatives. He/she will use a disciplined approach for introducing and managing technology & process changes to the organization

The individual will help design and implement WW and Regional solutions for Omni-Channel Retail: Contact Centers, Apple Online Store, 3rd-Party Online Platforms or Digital Services in Retail Stores. The role may require the individual to travel occasionally

The individual, operating within the agreed reporting structure, is responsible for:

1. Supporting the production of the required deliverables (e.g. System requirements, Process mapping, Business cases, Reports, Test scenarios, Training and Communication plans and contents...etc.)

2. Understanding the structure, policies, and operations of the Retail Contact Centers to recommend and implement solutions that enable the organization to achieve altogether the company, the contact center organization and the project objectives

3. Providing recommendations and initiating corrective actions where and when necessary

4. Providing insights and support, facilitating discussions with our cross-functional partners (e.g. IT, Ops, Product, Training, Communication, UAT...etc.)

5. Communicating and encouraging the need for transformation and change within the contact center business areas or other parts of the organization when necessary - all along the project lifecycle

6. Supporting all cutover activities needed until the successful implementation of the project

7. Supporting the post go-live activities during the warranty period, conducting a project evaluation review and work on any follow-on action recommendations

Education & Experience

Bachelor's Degree or equivalent work experience required

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants

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BPR Lead

Apple, Inc.
Austin, TX

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