Optimization Program Manager – Digital Care & CX Strategy

Apple, Inc.; Cupertino (CA); Presencial; USD 179.000 - 268.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical & Dental coverage

Retirement benefits

Stock programs

Tuition reimbursement

Relocation

Descripción de la vacante

Apple Inc. in Cupertino, CA, seeks an Optimization Program Manager to operationalize Retail Customer Care programs and drive digital engagement. You will shape engagement strategy, enable new features, and develop performance plans, ensuring readiness for peak events.

You will apply enterprise PM expertise to drive growth, scalability, and customer experiences across our global RCC initiatives.

Formación

• 8+ years of experience in a product, project, or program management role.
• Experience managing cross-functional projects using Agile, Scrum, or Waterfall.
• Experience developing and implementing strategies for customer-facing systems or programs.
• Experience troubleshooting system issues and optimizing performance, preferably for IVR technologies.
• Experience collaborating with internal teams, clients, and vendors to align stakeholder needs.
• Experience facilitating change management and influencing decisions across cross-functional teams.
• Experience dealing with ambiguity and an unstructured environment.

Responsabilidades

• Formulate and implement strategies to drive the development and enhancement of customer-facing systems and programs.
• Manage cross-functional projects from conception through implementation to align with business goals and customer needs.
• Collaborate with internal teams, clients, and vendors to address stakeholder needs and maintain alignment across organizations.
• Aggregate information from diverse sources to diagnose root causes of issues and deliver presentations to senior executives.
• Influence decisions and facilitate change management across cross-functional partners.
• Monitor IVR and digital customer care technology trends to identify opportunities for innovation and performance optimization.

Conocimientos

Agile

Scrum

Waterfall

Cross-functional collaboration

Experience with IVR technologies

Stakeholder management

Educación

Bachelor’s degree in a related field

Herramientas

IVR technologies

Data visualization tools

Descripción del empleo

Apple Inc. in Cupertino, CA, seeks an Optimization Program Manager to operationalize Retail Customer Care programs and drive digital engagement. You will shape engagement strategy, enable new features, and develop performance plans, ensuring readiness for peak events.

You will apply enterprise PM expertise to drive growth, scalability, and customer experiences across our global RCC initiatives.