Product Owner – Apple Store Online, Contact Center Applications

Summary

Posted: Oct 24, 2024

Role Number:200569191

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. We are chartered with rethinking the 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 will blend creativity with technology to create world class customer experiences. The Product Owner will serve as the business-side owner of a software product(s), or technologies used by Retail Contact Center (RCC) Specialists, 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 requires a passion for creating great user experiences, a high degree of proactive self-motivation, organization, follow-through, and the ability to communicate effectively with people of varied functional expertise and technical proficiency. You will interact and collaborate with business 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 thorough understanding of the software development lifecycle (SDLC), including user acceptance testing (UAT). You’ll have a record of leading technically complex projects, delivering high quality results on time, taking ownership of issues and tasks, influencing collaborators and business partners, 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: – Managing the release calendar and roadmap for your software product(s) – Supporting all phases of SDLC through your partnership with technical teams – Defining and communicating deployment plans, taking into consideration competing priorities – Leading user roundtables and surveys to understand the needs of your partners and collaborators – Supporting software engineering teams by writing technical/functional design requirements – Working in a fast-paced environment with a committed focus on customer experience – Engaging in multiple projects and initiatives simultaneously, balancing priorities as required – Pro-actively identifying and actively solving for gaps and issues – Domestic and International Travel may be required on occasion – Availability during evenings, weekends and non-standard hours may be required to support product release timing

Minimum Qualifications

• 4+ years of demonstrated experience as a Product Manager / Product Owner
• Direct ownership of a digital product in a customer service, support, or contact center environment
• Demonstrated ability to communicate effectively and influence at all levels of an organization, whether with a peer or senior/executive level
• BA/BS degree or 8+ years professional experience in a directly relatable role

Preferred Qualifications

• 7+ years Product Ownership experience, 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 best practices
• Business analysis savvy; building narratives and business cases with data
• Technically able to lead and participate in discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter
• Understanding of application of AI within a contact center environment
• Experience in one or more of the following UI/UX design areas: software user interface, wireframes/mockups, human-computer interaction, usability and user research, Mac & Keynote experience