Retail Contact Center Readiness Program Manager

Austin,Texas,United States

Apple Retail

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 Online Team is passionate about providing outstanding pre and post-sales support to our customers. We are seeking an experienced program leader to ensure all people, processes and technologies are aligned for both internal and external contact centers for product, promotion and program launches. This skilled individual needs to have a deep understanding of contact center activities and will work cross-functionally to support an exceptional end-to-end customer experience. The ideal candidate should be equal parts leader, project manager and creative thinker.

Description

A successful candidate will be able to identify, define and drive call center readiness launch strategies, provide guidance to support Apple policies, resolve complex issues and support positive customer and employee engagement with Apple. The candidate will be able to determine necessary communication, training and policy creation requirements required for a successful launch. The Readiness Program Manager will manage an efficient contact center escalation path for identifying and resolving program/product launch issues. The role will require cross-functional coordination to identify and implement ongoing improvements to internal processes and tools to support business efforts. The candidate will team closely with worldwide business partners across multiple organizations. The job demands working under aggressive timelines to support broad and diverse project profiles with limited pre-disclosure. Non-standard business hours and some travel will be required. 

Responsibilities: Provide leadership and ongoing feedback to support product, program and project readiness to ensure all call center specialists are prepared. Implement standardization across all regions for readiness initiatives. Coordinate and lead localized command centers for internal and external leadership during key launches, including determining and assigning roles and responsibilities. Analyze data, specialist feedback, and NPS results to capture emerging trends and learnings for readiness improvements. Simplify complex concepts for specialists and customers, create content when required. Clearly communicate status throughout project against objectives, identifying risks and opportunities, up, down and across the organization. Develop KPIs, scorecards, and internal processes to reduce cost and drive business improvements. Host on-site launch command centers and events around NPIs, promos, and other major launches.

Minimum Qualifications

• 4+ years of experience in an online retail environment overseeing projects, initiatives, or programs across people or teams.

• Experience working at a global scale and with partners in different regions

• Strong analytical and problem-solving skills, can understand customer data and convert into insights and actions.

• Working knowledge of SAP and Excel.

Key Qualifications

Preferred Qualifications

• 7+ years of experience in an online retail environment overseeing projects, initiatives, or programs across people or teams.

• PMP certification and BA/BS degree preferred or combination of relevant work experience and education.

• Experience in contact center environment and fulfillment operations a plus

• Hands-on experience in product, project or program management or order fulfillment in the tech industry.

• Outstanding written and verbal presentation skills.

• Obsessively focused on the customer and employee experience.

• Proactive team-player with a can-do attitude and a deep sense of ownership and accountability.

• Must display great ability to prioritize deliverables, focusing on critical path items, with a persistent attention to detail.

• Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations—without damage to the relationship.

Education & Experience

Additional Requirements

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .

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