Optimization Program Manager, RCC

Apple • Cupertino, CA

1d

About The Position

The Optimization Program Manager will operationalize Retail Customer Care (RCC) programs and drive digital customer engagement for Apple Store Online. The role collaborates with cross-functional teams to shape customer engagement strategy, enable new features, develop business performance plans, and ensure readiness for peak events. It applies enterprise program management expertise and a strategic approach to support business growth, scalability, and customer experiences. The position is part of the RCC Optimization team and focuses on transforming the digital assisted-shopping experience for global customers.

Requirements

• 8+ years of experience in a product, project, or program management role.
• 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 dealing with ambiguity and an unstructured environment.

Nice To Haves

• 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 to produce insightful reports.
• Knowledge of current technology trends and capabilities.
• Ability to aggregate diverse information sources to diagnose root causes of issues and deliver presentations to senior executives.
• Ability to collaborate across cross-functional teams and organizations to solve problems and lead project implementations.
• Ability to influence decisions, facilitate change management, and navigate ambiguity.
• Bachelor’s degree in a related field.

Responsibilities

• Operationalize Retail Customer Care programs and drive digital customer engagement.
• Collaborate with cross-functional teams to shape customer engagement strategy.
• Enable new features.
• Develop business performance plans.
• Ensure peak event readiness.
• Use enterprise program management expertise and strategic approaches to drive business growth, scalability, and customer experiences.

What This Job Offers

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