World Wide Shopping Enablement Program Manager

Apple, Inc.
United States, Texas, Austin
Oct 07, 2024
Summary Posted: Aug 5, 2024 Weekly Hours: 40 Role Number: 200558802 The people here at Apple don't just create products, we build the kind of wonder that's revolutionized entire industries. It's the diversity of our people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work. Join Apple and help us leave the world better than we found it! The Retail Customer Care (RCC) Optimization team is seeking a highly-motivated professional to manage WW sales programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, and other customer-facing channels. We are excited to welcome a WW Shopping Enablement Program Manager to join our dynamic team. The successful candidate will lead the way for contact center teams to have their needs prioritized in capital projects and other initiatives. This role will collaborate with project teams on high-level requirements and strategies on capital projects that impact global teams and provide sign off on final design on behalf of RCC. The ideal candidate will ensure the highest level of customer experience is maintained in a globally consistent and scalable manner. Description Lead communications at an executive level while being in the details of all aspects of the programs. Communicates to include updates on your work streams highlighting impact to the business and on the priorities and focus areas for the quarter. Partner globally with RCC leadership and GRS teams to create, develop, and drive a program strategy that will improve the customer experience and drive sales performance while prioritizing business needs in a thoughtful and scalable way. - Assess current business processes for improvement opportunities to assist in the creation and ongoing maintenance of the RCC roadmap (capital & non-capital work). - Look for innovative solutions to problems. Transform broad concepts and business strategies into structured projects, lead design, and implementation - Collaborate with technical and business teams to ensure systems are ready for new product launches, and they understand how to use systems to drive desired business outcomes - Understand program and to end impact and critical metric performance and partner with the global sales teams on prioritizing organization needs in a scalable way. - Build strong relationships with all key cross-functional partners from site management to Finance, Reporting, Operations, Contact center business operations, and Technology. Contribute to an inclusive environment through respecting each others' differences and having the curiosity to learn - Monitor operational metrics daily, weekly, monthly, and quarterly and participate in quarterly and annual business planning and forecasting reviews. 5+ years experience of program and/or project management in a contact center environment 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 Masters in Business Administration 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 Solid ability to positively influence people across all functional areas of an organization and mobilize resources across a WW organization covering multiple time zones. Builds bridges and cultivates relationships; comfortable being a key point of contact and subject matter authority. Demonstrates Apple's values of inclusion and diversity in daily activities Education & Experience Additional Requirements More 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.