Manager, Product Management – Contact Center Applications

Summary

Posted: Dec 17, 2024

Role Number:200575660

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. Our specific team within ASO is responsible for partnering cross functionally to deliver scalable, efficient, and customer centric processes and technology solutions to our Retail Customers and global network of Call Center Specialists. In this leadership role, you will lead a team of Product Owners chartered with rethinking the assisted online shopping experience and the in-person touch-points we have throughout the customer journey, spanning Voice/Chat systems, Payments, Customer Care, Delivery, Fulfillment and many other Digital Programs. This is more than a job; it’s a chance to leave your mark on an experience that touches lives globally as customers engage with our Specialists.

Description

In this role, you and your team will blend creativity with technology to create world class customer experiences. This role will serve as the business-side owner of a portfolio of software products and technologies used by Retail Contact Center (RCC) Specialists, RCC operational teams, and in some cases directly by our customers. You will build an understanding of our RCC Specialist community, their workflow and processes, and will work with our technical partners to stitch varied technologies and capabilities together into the experience that you envision. Success in this role requires a passion for solving problems and creating great user experiences, a high degree of leadership and interpersonal skills, organization, follow-through, and the ability to communicate effectively with people of varied functional expertise and technical proficiency. You will interact and collaborate with partners across all business functions, levels and locations. Ideally you will have experience with E-commerce order and support processes, customer contact methodologies, contact center applications and processes, a design thinking approach, and the software development lifecycle (SDLC), including user acceptance testing (UAT). You’ll have a record of leading technically proficient teams and/or complex technical projects, delivering high quality results on time, taking ownership of issues and tasks, influencing collaborators at all levels, and making the hard calls. You’re also likely a creative problem solver, demonstrate an unending curiosity to understand how things work, and aren’t afraid to go above and beyond to get the job done. Typical responsibilities will include: – Leading a team of Product Owners in support of contact center goals and strategies – Being responsible for the relationship with technology partners – Managing resource allocation and managements systems for your team – Managing the release calendar and roadmap for your portfolio of technology products – Supporting all phases of the SDLC through your partnership with technical teams – Defining and communicating deployment plans, taking into consideration competing priorities – Engaging with RCC team members to understand business needs and priorities; building business cases and technology pitches as needed – Using data and user experiences to find technology improvement opportunities across the portfolio – Engaging in multiple projects and initiatives simultaneously, and balancing priorities as required – Engaging deeply in content center and e-commerce technology trends and applying these takeaways to advance capabilities in your portfolio – Domestic and International Travel may be required on occasion – Availability during evenings, weekends and non-standard hours may be required to support your product release timing

Minimum Qualifications

• 7+ years of professional experience working in a Product Manager / Product Owner role
• Direct ownership of a digital product in a customer service, support, or contact center environment
• BA/BS degree or 11+ years professional experience in a directly relatable role
• Demonstrated ability to communicate effectively and influence at all levels of an organization, whether with a peer or senior/exec level

Preferred Qualifications

• 3+ years of experience leading teams of a Product Managers or Product Owners, ideally in an E-commerce or contact center environment
• Advanced knowledge of the SDLC
• Experience with Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall)
• Understanding of User Acceptance Testing (UAT) and standard practices
• Technically able to lead and participate in discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter
• Uses data to build cases and stories defining risk and opportunities
• Sees around corners, identifies potential areas of concern, has a sense of urgency, and can rally teams to review and mitigate risk in a program
• Demonstrated ability to establish relationships with partner teams and be seen as a trusted advisor and partner
• Demonstrates good facilitation, negotiation, and conflict resolution skills
• Demonstrated experience presenting and communicating across all levels of an organization, including Sr. Leadership
• Communicates with clarity, both written and verbally
• Experience attracting and retaining high performing talent, and building team culture
• Contributes to an inclusive environment through respecting each others’ differences and having the curiosity to learn, and demonstrates Apple’s values of inclusion and diversity in daily activities
• Mac & Keynote experience