Retail Online Communications Manager

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.

The Apple Retail Customer Care team is seeking an experienced manager to lead a team of software developers and technical project managers responsible for our transactional customer communications. In this role, you will guide a team to build, scale, and optimize the direct-to-customer communications that reach millions of Apple customers every day.

Description

As the Retail Online Communications Manager, you will lead a globally distributed team that creates email, SMS, and other direct-to-customer transactional communications. Operating in a fast-paced, continually changing environment, you will drive the strategy and execution of these critical customer touch points and translate between technical and business teams to turn ideas into action. You will also present insights and recommendations to leadership, adapting your communication style to fit cross-functional audiences.

Responsibilities

Lead, mentor, and advocate for a globally distributed team of project managers, developers, and support specialists, and drive career development, succession planning, and performance calibrations.
Oversee the development and deployment of transactional communications, such as email, SMS, and push notifications, across Apple Retail platforms worldwide.
Guide the team in executing across global communication channels by setting clear expectations, removing roadblocks, and reviewing project deliverables.
Translate between technical and business teams to align priorities and drive execution from ideation to launch.
Present strategic recommendations to leadership and cross-functional teams, adapting your communication style to the audience.
Partner with cross-functional teams to assess operational feasibility and align on trade-offs and resource allocation.
Foster a collaborative environment where team members feel empowered to share ideas and maintain composure during high-pressure retail moments and product launches.
Identify and implement process improvements to build a scalable customer communications infrastructure.

Minimum Qualifications

Bachelor's degree in a related field, or equivalent experience
7 years of experience managing projects or programs
3 years of experience mentoring and guiding others through developmental and timely feedback, project milestones, and deliverables.Experience presenting to and influencing senior leadership through written and verbal communication, including advocating for the customer experience in written content
Experience managing multiple projects and programs simultaneously across a global scope
Experience leading geographically distributed teams while supporting a diverse and inclusive team culture
Ability to work outside of standard business hours and travel as business needs require

Preferred Qualifications

10+ years of experience leading cross-functional teams with worldwide scope
Experience with transactional communications, direct-to-customer messaging channels, and related infrastructure
Experience managing remote or globally distributed teams across multiple time zones
Technical leadership experience, including familiarity with templating engines, such as Apache Velocity, and software development practices
PMP, Scrum Master, or related project management certification
Experience navigating confidential information within matrixed organizational structures
Ability to foster an inclusive, collaborative team culture across a distributed workforce
Understanding of Apple's brand voice, with the ability to advocate for the customer experience across written communications

Application Deadline

Apple accepts applications to this posting on an ongoing basis.