Optimization Program Manager, RCC

Apple • Cupertino, CA

21h

About The Position

The Optimization Program Manager will join Apple’s Retail Customer Care (RCC) Optimization team and help transform the digital assisted-shopping experience for global customers. The role operationalizes Retail Customer Care programs and drives digital customer engagement, using an understanding of online shoppers and a customer-centric approach to turn complex information into actionable insights.

The position partners with cross-functional teams to shape customer engagement strategy, enable new features, develop business performance plans, and prepare for peak events. It applies enterprise program management expertise to support business growth, scalability, and customer experiences. The role also monitors customer-care technology trends and identifies opportunities to improve innovation and performance.

Requirements

• At least 8 years of experience in product, project, or program management.
• Experience managing cross-functional projects using methodologies such as 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 working with ambiguity and in an unstructured environment.
• Experience navigating customer journeys, context analysis, Natural Language Processing (NLP) functionality, delivery options, and payment methods using research teams, data tools, dashboards, and self-service methods.
• Analytical skills to interpret call data and user interactions, with proficiency in data visualization tools for producing reports.
• Knowledge of current technology trends and capabilities.
• Ability to diagnose root causes by aggregating information from diverse sources and deliver presentations to senior executives.
• Ability to collaborate across teams and organizations to solve problems and lead project implementations.
• Bachelor’s degree in a related field.

Responsibilities

• Formulate and implement strategies for developing and enhancing customer-facing systems and programs.
• Manage cross-functional projects from conception through implementation, aligning them 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 present findings to senior executives.
• Influence decisions and facilitate change management across cross-functional partners.
• Monitor Interactive Voice Response (IVR) and digital customer-care technology trends to identify opportunities for innovation and performance optimization.
• Support customer engagement strategy, new feature enablement, business performance planning, and peak-event readiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior