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 cross-functional teams on high-level requirements and strategies for initiatives that impact regional 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 and scaled across Apple’s presence on apple.com, the Apple Store App, and key third-party marketplaces.