Optimization Program Manager - RCC

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 entire industries. It’s the diversity of those people and their ideas that inspires 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 foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online (ASO) team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, 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. Join the Retail Customer Care (RCC) Optimization team and lead the way in transforming the digital assisted-shopping experience for our global customers. In this role, you will bring a deep understanding of the needs and preferences of online shoppers, a customer-centric mindset, and the ability to translate complex information into actionable insights.

Minimum Qualifications

8+ years of experience in a product, project, or program management role. Experience managing cross-functional projects using methodologies such as Agile, Scrum, or Waterfall. Experience developing and implementing strategies for customer-facing systems or programs. Experience troubleshooting system issues and optimizing performance, preferably for IVR technologies. Experience collaborating with internal teams, clients, and vendors to align stakeholder needs. Experience facilitating change management and influencing decisions across cross-functional teams. Experience dealing with ambiguity and an unstructured environment.

Preferred Qualifications

Experience navigating customer journeys, context analysis, Natural Language Processing (NLP) functionality, delivery options, and payment methods using research teams, data tools, dashboards, and self-service methods. Analytical skills to interpret call data and user interactions, with proficiency in data visualization tools to produce insightful reports. Knowledge of current technology trends and capabilities. Ability to aggregate diverse information sources to diagnose root causes of issues and deliver presentations to senior executives. Ability to collaborate across cross-functional teams and organizations to solve problems and lead project implementations. Ability to influence decisions, facilitate change management, and navigate ambiguity. Bachelor’s degree in a related field.

Description

As Optimization Program Manager, you will operationalize our Retail Customer Care programs and drive digital customer engagement. You will collaborate with cross-functional teams to shape our customer engagement strategy, enable new features, develop business performance plans, and ensure peak event readiness. You will apply your enterprise program management expertise and strategic approach to drive business growth, scalability, and customer experiences.

Responsibilities

Formulate and implement strategies to drive the development and enhancement of customer-facing systems and programs. Manage cross-functional projects from conception through implementation to align with business goals and customer needs. Collaborate with internal teams, clients, and vendors to address stakeholder needs and maintain alignment across organizations. Aggregate information from diverse sources to diagnose root causes of issues and deliver presentations to senior executives. Influence decisions and facilitate change management across cross-functional partners. Monitor Interactive Voice Response (IVR) and digital customer care technology trends to identify opportunities for innovation and performance optimization.