Summary
At Apple, we believe in creating a fun and inclusive work environment where creativity and innovation come about when hardworking people from diverse backgrounds approach problems with varying perspectives. Knowing that even the smallest of details matters, we see each customer contact as an opportunity to engage, delight and inspire. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Apple's Retail Customer Care team is seeking a Program Manager to support our Chat and Platforms program evolution. On the team you will have a first-hand role in shaping scalable solutions that will help grow RCC in the years to come! You will partner with RCC leadership and online teams to create, develop, and drive the Chat program strategy that will improve customer experience, performance, and deliver a best-in-class experience. Do you enjoy taking ideas and figuring out how to take them from pilot to scale? Do you thrive working in fast-moving, dynamic environments? Through the development of tools, processes, reporting and vendor strategy, our team plays a key role in helping to support the expansion of our RCC business. Key Qualifications
- You are an excellent teammate with a hands-on and can-do attitude that can influence through collaboration and leadership
- Works effectively with cross-functional teams; take partners along for the journey
- Excellent communication skills — comfortable driving critical work streams cross-functionally
- Prioritize and focus on the most important focus areas in a constantly evolving environment
- Must have an analytical, curious, and creative attitude
- See the big picture while also zooming into the micro level experience details
- Self-motivated and operates with a sense of urgency
- Comfortable dealing with ambiguity and an unstructured environment
- Innovate down to the details while driving what matters
- Make key decisions and deliver results under very tight timelines
- Passionate about the end-to-end customer experience
- Troubleshoot problems quickly and think creatively to solve problems
- See around corners — Must understand the end-to-end impact to the RCC teams, our customers and our Specialists when making strategic decisions on programs and initiatives that we will be supporting
- Influence decisions and facilitate change management through collaboration and leadership
- Comfortable with constant change and an ever-evolving business model
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
Description
• Build new programs to support the strategy of improving the customer experience, workflow efficiencies, and standardizing business processes. • Influence our capital investments roadmap with data informed insights. • Collaborate with technical and business teams to ensure systems are ready for new product launches and teams know how to use them to achieve desired business outcomes. • Communicate effectively at a leadership level while staying informed about all aspects of Optimization programs, including regular updates on work-streams, impact, and priorities for the quarter to leadership, peers, and cross-functional business partners. • Design and provide reporting improvements based on the needs of the business and customer experience gaps. • Monitor operational metrics and partner with global sales teams to prioritize the needs of the organization in a scalable way. • Build relationships with cross functional teams, including Finance, Analytics, Operations, • Contact Center Ops, and Project Management and technology teams. • Stay informed about future technology and look for innovative solutions to problems or new ways to achieve goals.
Education & Experience
BA/BS or 3-5 years of relatable industry experience
Additional Requirements
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $131,300 and $197,400, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.