Retail Customer Care Readiness Program Manager
Career Opportunity at Apple Inc.
About the Role
As a key member of our team, you will play a crucial role in driving contact centre readiness launch strategies, providing guidance on Apple policies, and resolving complex issues to ensure positive customer and employee engagement with Apple products.
The successful candidate will be able to determine necessary communication, training, and policy creation requirements for a successful launch. This includes managing an efficient contact centre escalation path for identifying and resolving program/product launch issues, and collaborating with worldwide business partners across multiple organisations to support broad and diverse project profiles with limited pre-disclosure.
Main Responsibilities
* Provide leadership and ongoing feedback to support product, program, and project readiness, ensuring all call centre specialists are prepared.
* Implement standardisation across all regions for readiness initiatives, streamlining processes and enhancing collaboration.
* 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, creating content when required to enhance understanding and adoption.
* Develop KPIs, scorecards, and internal processes to reduce costs and drive business improvements, leveraging data insights to inform decision-making.
* Host on-site launch command centres and events around new product introductions (NPIs), promotions, and other major launches, ensuring seamless execution and exceptional customer experiences.
Requirements
* A 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, demonstrating cultural competence and adaptability.
* Strong analytical and problem-solving skills, with the ability to understand customer data and convert it into actionable insights.
* Working knowledge of SAP and Excel, with proficiency in data analysis and reporting.
Desirable Qualifications
* Experience in contact centre environments and fulfilment operations, showcasing expertise in operational efficiency and customer satisfaction.
* Hands-on experience in product, project, or programme management, or order fulfillment in the tech industry, with a track record of delivering results.
* PMP certification, demonstrating project management expertise and credentials.
* Outstanding written and verbal presentation skills, with the ability to communicate complex ideas simply and persuasively.
* A willingness to work non-standard business hours and travel as required, with a flexible attitude and adaptability.
* An obsessive focus on the customer and employee experience, with a passion for delivering exceptional results and continuous improvement.
* A proactive team player with a can-do attitude, a deep sense of ownership and accountability, and a commitment to teamwork and collaboration.
* The ability to prioritise deliverables, focusing on critical path items with persistent attention to detail, and to change thinking or gain acceptance from others in sensitive situations without damage to relationships.
* A BA/BS degree or equivalent combination of relevant work experience and education, with a strong foundation in business administration or a related field.