Optimization Program Manager, Retail Customer Care
Apple
Optimization Program Manager, Retail Customer Care
Job Description
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 industries. It’s the diversity of those people and their ideas that encourages 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 develop 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 magnificent, 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 programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, Key third-party marketplaces and other customer-facing channels. 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 (http://apple.com/), the Apple Store App, and key third-party marketplaces. Create, develop, deliver and operationally manage 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. Communicates to include 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.
Locations
- Shanghai, Shanghai, China 200335
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 5,000,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- program managementintermediate
- collaboration with project teamsintermediate
- requirements gatheringintermediate
- strategic planningintermediate
- design sign-offintermediate
- customer experience managementintermediate
- global consistencyintermediate
- program creation and developmentintermediate
- program deliveryintermediate
- operational managementintermediate
- executive communicationintermediate
- detailed program oversightintermediate
- business impact communicationintermediate
- leadership partneringintermediate
- cross-functional collaborationintermediate
Required Qualifications
- 3 and above years experiences of program and/or project management (experience)
- Ability to communicate quickly and effectively, vertically and horizontally throughout the organization at all levels and across multiple teams (experience)
- Consistent track record of prioritizing multiple projects and meeting deadlines; focusing on the most important project in a constantly evolving environment (experience)
- Thrives in a fast-paced, ambiguous environment operating at both strategic and tactical levels (experience)
- Proven analytical skills and data-driven decision making including quantifying results of strategic and tactical initiatives (experience)
- Makes space to listen, learn, and amplify diverse perspectives and experiences (experience)
- Actively seeks out opportunities to champion and celebrate inclusion and diversity (experience)
Preferred Qualifications
- Contact center experience a plus (experience)
- Demonstrated experience delivering e-commerce “shop in a shop” deployments (experience)
- Passionate and self-motivated, with excellent organizational and time management skills (experience)
- Ambitious and self-directed, with exceptional decision-making abilities, and a passion for the customer experience (experience)
- BA/BS in related filed or equivalent experience, MBA/MA or advanced degree preferred (experience)
Responsibilities
- Create, develop, deliver and operationally manage 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. Communicates to include 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.
- 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 positive relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn
- Supervise operational metrics on a daily, weekly, monthly and quarterly basis and participate in quarterly and annual business planning and forecasting reviews
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Answer 10 quick questions to check your fit for Optimization Program Manager, Retail Customer Care @ Apple.
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~2 Minutes
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Optimization Program Manager, Retail Customer Care
Apple
Optimization Program Manager, Retail Customer Care
Job Description
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 industries. It’s the diversity of those people and their ideas that encourages 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 develop 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 magnificent, 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 programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, Key third-party marketplaces and other customer-facing channels. 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 (http://apple.com/), the Apple Store App, and key third-party marketplaces. Create, develop, deliver and operationally manage 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. Communicates to include 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.
Locations
- Shanghai, Shanghai, China 200335
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 5,000,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- program managementintermediate
- collaboration with project teamsintermediate
- requirements gatheringintermediate
- strategic planningintermediate
- design sign-offintermediate
- customer experience managementintermediate
- global consistencyintermediate
- program creation and developmentintermediate
- program deliveryintermediate
- operational managementintermediate
- executive communicationintermediate
- detailed program oversightintermediate
- business impact communicationintermediate
- leadership partneringintermediate
- cross-functional collaborationintermediate
Required Qualifications
- 3 and above years experiences of program and/or project management (experience)
- Ability to communicate quickly and effectively, vertically and horizontally throughout the organization at all levels and across multiple teams (experience)
- Consistent track record of prioritizing multiple projects and meeting deadlines; focusing on the most important project in a constantly evolving environment (experience)
- Thrives in a fast-paced, ambiguous environment operating at both strategic and tactical levels (experience)
- Proven analytical skills and data-driven decision making including quantifying results of strategic and tactical initiatives (experience)
- Makes space to listen, learn, and amplify diverse perspectives and experiences (experience)
- Actively seeks out opportunities to champion and celebrate inclusion and diversity (experience)
Preferred Qualifications
- Contact center experience a plus (experience)
- Demonstrated experience delivering e-commerce “shop in a shop” deployments (experience)
- Passionate and self-motivated, with excellent organizational and time management skills (experience)
- Ambitious and self-directed, with exceptional decision-making abilities, and a passion for the customer experience (experience)
- BA/BS in related filed or equivalent experience, MBA/MA or advanced degree preferred (experience)
Responsibilities
- Create, develop, deliver and operationally manage 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. Communicates to include 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.
- 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 positive relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn
- Supervise operational metrics on a daily, weekly, monthly and quarterly basis and participate in quarterly and annual business planning and forecasting reviews
Tags & Categories
Answer 10 quick questions to check your fit for Optimization Program Manager, Retail Customer Care @ Apple.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs