Senior Program Manager, RCC Chat

Summary

Posted: Dec 10, 2024

Role Number:200582540

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 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 Optimization team and lead the way in transforming the digital assisted-shopping experience for our global customers. We are looking for a candidate who deeply understands the needs and preferences of online shoppers, possesses a customer-centric attitude, and can translate complex information into clear, actionable insights.

Description

Ready to make a significant impact in the world of digital customer engagement? Join us and be a key player in operationalizing our Chat programs. You’ll collaborate with cross-functional teams to shape the RCC customer engagement strategy, enable exciting new features, develop business performance plans and ensure peak event readiness. This dynamic role demands strong enterprise program management experience and a strategic approach to drive business growth and scalability. If you are passionate about creating exceptional customer experiences and thriving in a fast-paced environment, this is the opportunity for you! Responsibilities: Formulate and implement comprehensive strategies to drive the development and enhancement of chat systems, insuring they align with our business goals and delight our customers. Strong problem-solving skills to troubleshoot issues and optimize performance; continuously innovate and stay ahead with the latest IVR technology trends. Influence decisions and facilitate change management through collaboration and leadership Comfortable dealing with ambiguity in an unstructured environment. Contributes to an inclusive environment through respecting each others’ differences and having the curiosity to learn Demonstrates Apple’s values of inclusion and diversity in daily activities

Minimum Qualifications

• 6+ years working in project or program management
• Exposure working at a tech company, in a technical industry, or in a role that embraces and utilizes emerging technology regularly
• Experience working with various stakeholders and cross functional partners to drive projects and/or programs forward, preferably at a global scale

Preferred Qualifications

• 10+ years of experience in project or program management, preferably in an e-commerce environment or technical industry
• Demonstrated experience in managing complex, cross-function al projects with methodologies like Agile, Scrum, and Waterfall; exceptional organizational and multitasking skills.
• Strong analytical skills to interpret call data and user interactions; adept with data visualization tools to produce insightful reports.
• Experience navigating customer journeys, context analysis, NLP functionality, delivery options and payment methods using research teams, data tools, dashboards and self-service methods.
• Able to aggregate diverse information sources to diagnose root causes of issues, delivering clear and compelling presentations to our senior executives.
• Seamlessly navigate through cross-functional teams and organizations to collaboratively tackle problems and lead successful project implementations.
• BA/BS or equivalent years of relevant professional experience working within a product, project, or program management role.