Retail Online Communications Manager

Socket.dev; Austin (TX); On-site; USD 180,000 - 230,000; Full time

Job summary

Apple in Austin is seeking an experienced Retail Online Communications Manager to lead a globally distributed team that creates email, SMS, and other direct-to-customer transactional communications. You will set strategy, scale operations, and turn ideas into action while aligning technical and business teams to deliver exceptional customer experiences.

You will present insights to senior leadership, mentor managers, and drive cross-functional collaboration across time zones, shaping

Qualifications

• Bachelor's degree or equivalent experience.
• 7 years of experience managing projects or programs.
• 3 years mentoring and guiding others through feedback, milestones and deliverables.
• Experience presenting to and influencing senior leadership and advocating for the customer experience in communications.
• Experience managing multiple projects and programs across a global scope.
• Experience leading geographically distributed teams with inclusive culture.
• Ability to work outside standard business hours and travel as needed.

Responsibilities

• Lead a globally distributed team that creates email, SMS, and other direct-to-customer transactional communications.
• Define strategy and drive execution to scale and optimize customer touchpoints.
• Translate between technical and business teams to turn ideas into action and present insights to leadership.
• Mentor managers and foster cross-functional collaboration across time zones and functions.

Skills

Project management

Mentoring & feedback

Executive communication

Cross-functional leadership

Global / distributed teams

Customer experience advocacy

Travel flexibility

Education

Bachelor's degree or equivalent experience

PMP / Scrum Master certification

Tools

Apache Velocity templating

Transactional communications infrastructure

Job description

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.

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