Retail Customer Care Readiness Program Manager
Cork, County Cork, Ireland Support and Service
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Description
You will identify, define and drive contact centre readiness launch strategies, provide guidance to support Apple policies, resolve complex issues and support positive customer and employee engagement with Apple. You 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 centre 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. You will collaborate closely with worldwide business partners across multiple organisations. You will work to streamlined timelines to support broad and diverse project profiles with limited pre-disclosure.Responsibilities:- Provide leadership and ongoing feedback to support product, program and project readiness to ensure all call centre specialists are prepared- Implement standardisation across all regions for readiness initiatives- Coordinate and lead localised command centres for internal and external leadership during key launches, including determining and assigning roles and responsibilities- Simplify complex concepts for specialists and customers, create content when required- Develop KPIs, scorecards and internal processes to reduce cost and drive business improvements- Host on-site launch command centres and events around NPIs, promos and other major launches
Minimum Qualifications
* Deep understanding of the online retail environment overseeing projects, initiatives, or programs across people or teams
* Experience working at a multifunctional 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
Preferred Qualifications
* Experience in contact centre environment and fulfilment operation a plus
* Hands on experience in product, project or program management or order fulfillment in the tech industry
* PMP certification
* Outstanding written and verbal presentation skills
* Non-standard business hours and some travel will be required.
* 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 prioritise 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
* BA/BS degree preferred or combination of relevant work experience and education
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