Product Manager, Customer Support Shopping Applications, Apple Store Online

Summary

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 entire industries. It’s the diversity of those people and their ideas that inspires 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 foster 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 magical, 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.

Our team within Apple Store Online is responsible for delivering scalable, efficient, and customer centric technical solutions to serve our Retail Customers and Call Center Specialists globally. We continuously pursue excellence by evaluating and rethinking the customer journey through the online shopping experience, including Digital Programs, Chat/Voice systems, Payments, Fulfillment, Delivery, and Customer Care. This role looks beyond the immediate to thoughtfully innovate on the details leveraging the latest cutting edge technology to elevate the shopping experience globally.

Description

In this individual contributor role, you will own a product portfolio and partner cross functionally to strategize and deliver projects and initiatives that drive a world class customer experience. You will build new applications or features used by customers and Retail Contact Center (RCC) Specialists.You will develop a deep understanding of the customer online journey and RCC community experience to design and analyze solutions and processes, including Generative AI and LLM capabilities. You will turn these concepts into reality by collaborating across project management, engineering, AIML, design, and operational teams.

This role will Ideate and implement generative solutions within the contact center infrastructure supporting end-to-end specialist and Customer journey, including, but not limited to enhancing how we route engagements, enable Omnichannel/multimodal experiences, personalize the experience for Specialist and Customers, and introduce solutions that speed ramp for specialists.

Responsibilities

Defining and communicating multi year strategies and roadmaps, requirements, and deployment plans to achieve business objectives.
Creating buy-in for product vision and generative AI solutions
Lead and simplify lasting technical and analytical solutions.
Understanding and explaining complex business processes, systems, and tools with a keen focus on upstream/downstream impact
Monitoring data and trends to identify product gaps and issues and solve them
Leading user roundtables and gathering customer/user insights to inform business and technical decisions

Minimum Qualifications

5+ years of experience in Product Management for e-commerce/consumer digital products or Technical Program Management in Contact Center technology transformation
Record of leading complex technical projects with direct ownership of a product portfolio.
Demonstrated ability to communicate effectively and influence at all levels of an organization
Experience leveraging data and insights to deliver customer-facing digital products and capabilities globally
BA/BS degree or 7+ years professional experience in a directly relatable role

Preferred Qualifications

Experience with E-commerce environment, specially in order and support processes, customer contact methodologies, contact center applications and processes
Advanced knowledge of the software development lifecycle (SDLC) and Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall)
Understanding of and application of AI within a contact center environment
Capable of leading technical discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter
Demonstrated experience being an interface between business and technical teams.
Experience in one or more of the following
UI/UX design
macOS experience
Experience with User Acceptance Testing (UAT) and best practices
BA/BS in Computer Science or a technical degree

Application Deadline

Apple accepts applications to this posting on an ongoing basis.