RCC Optimization Program Manager

Summary

Posted: Feb 4, 2025

Role Number:200588147

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. The Retail Customer Care (RCC) Optimization team is seeking a highly motivated professional to manage WW Sales Enablement programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, Key third-party marketplaces and other customer-facing channels. We are excited to welcome a WW Sales Enablement Program Manager to join our dynamic team.

Description

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 project teams on high-level requirements and strategies for projects that impact global 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 in a globally-consistent manner that scales across Apple’s presence on apple.com, the Apple Store App, and key third-party marketplaces. Create, develop, deliver and operationally managed programs that will improve the customer experience and drive RCC performance. Lead communications at an executive level while being in the details of all aspects of assisted sales and support programs. Communicate updates on program work streams, highlighting the impact on the business and key priorities. Partner closely with RCC leadership, GRS teams, OPS, Finance and external marketplace vendors. Responsibilities: Assess current business processes for improvement opportunities to assist in the creation and ongoing maintenance of the RCC roadmap for both capital and non-capital work Consult with Project Teams on high-level requirements and strategies that impact RCC’s strategic marketplace teams ensuring the highest level of customer experience in a scalable manner Collaborate with the technical and business teams to ensure systems are ready for new product launches aware optimized to drive desired business outcomes Build strong relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn Monitor operational metrics on a daily, weekly, monthly and quarterly basis and participate in quarterly and annual business planning and forecasting reviews

Minimum Qualifications

• 7+ years of program and/or project management experience
• 3+ years demonstrated experience working in a global capacity
• Ability to communicate quickly and effectively, vertically and horizontally throughout the organization at all levels and across multiple teams
• Consistent track record of prioritizing multiple projects and meeting deadlines; focusing on the most important project in a constantly evolving environment
• Thrives in a fast-paced, ambiguous environment operating at both strategic and tactical levels
• Proven analytical skills and data-driven decision making including quantifying results of strategic and tactical initiatives
• Relevant degree or equivalent e-Commerce experience

Preferred Qualifications

• BA/BS in related filed or equivalent experience, MBA/MA or advanced degree preferred
• Contact center experience a plus
• Passionate and self-motivated, with excellent organizational and time management skills
• Ambitious and self-directed, with exceptional decision-making abilities, and a passion for the customer experience