Optimization Program Manager, Retail Customer Care

Apple•Apply•Published 1 days ago•First seen 16 hours ago

Summary

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magnificent, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

The Retail Customer Care (RCC) Optimization team is seeking a highly motivated professional to manage programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, key third-party marketplaces and other customer-facing channels.

The successful candidate will lead the way for RCC teams to have their needs prioritized in capital projects and non-capital initiatives. This role will collaborate with cross-functional teams on high-level requirements and strategies for initiatives that impact regional teams and provide sign-off on final designs on behalf of RCC. The ideal candidate will ensure the highest level of customer experience is maintained and scaled across Apple’s presence on apple.com, the Apple Store App, and key third-party marketplaces.

Description

Create strategy, develop comprehensive roadmaps, and guide the implementation of projects that will improve the customer experience and drive RCC performance, with a dedicated focus on China platforms. Lead communications at an executive level while maintaining a deep understanding of the landscape for assisted sales and support programs. Communicates to include updates on strategic work streams highlighting the impact on the business and key priorities. Partner closely with RCC leadership, GRS teams, OPS, Finance and external marketplace partners.

Responsibilities

Derive actionable insights from comprehensive business reviews to define strategic direction, develop robust roadmaps, and support the projects implementation.
Deep dive existing operational data and business processes to uncover optimization opportunities, translating these findings into prioritized capital and non-capital initiatives.
Consult with Project Teams on high-level requirements and strategies that impact RCC’s strategic marketplace teams, ensuring the highest level of customer experience is tailored and scalable across China platforms.
Continuously explore and evaluate innovative product solutions and technological capabilities to keep RCC aligned with evolving market trends and industry best practices.
Collaborate with the technical and business teams to ensure systems are ready for new product launches and are optimized to drive desired business outcomes.
Build positive relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn.

Minimum Qualifications

8+ years of progressive experience in business strategy, strategic planning, or program management
Exceptional strategic thinking and business acumen, demonstrating a proven ability to construct comprehensive business strategies and forward-looking roadmaps.
Proven analytical skills and data-driven decision making, utilizing business insights to shape overarching strategic initiatives and quantify outcomes.
Ability to communicate complex concepts quickly and effectively, vertically and horizontally throughout the organization at all levels and across executive leadership.
Thrives in a fast-paced, ambiguous environment, operating primarily at a strategic level while effectively steering cross-functional teams through successful execution.

Preferred Qualifications

BA/BS in related field or equivalent experience, MBA/MA or advanced degree preferred.
Demonstrated technical acumen, including experience in AI, machine learning, or advanced automation to drive business optimization and elevate the customer experience.
Demonstrated experience architecting strategies for e-commerce “shop in a shop” deployments on major platforms.
Contact center or retail operations experience a plus.
Ambitious and self-directed, with exceptional decision-making abilities, excellent organizational skills, and a relentless passion for the customer experience.