About The Position
The Apple Store Online team is responsible for Apple’s largest store, aiming 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 the only customer, and the team's job is to set the bar for the experience they receive. The team within Apple Store Online delivers scalable, efficient, and customer-centric technical solutions to serve Retail Customers and Call Center Specialists globally. They continuously pursue excellence by evaluating and rethinking the customer journey through the online shopping experience, including Digital Programs, Chat/Voice systems, Payments, Fulfillment, Delivery, and Customer Care. This role looks beyond the immediate to thoughtfully innovate on the details, leveraging the latest cutting-edge technology to elevate the shopping experience globally. In this individual contributor role, you will own a product portfolio and partner cross-functionally to strategize and deliver projects and initiatives that drive a world-class customer experience. You will build new applications or features used by customers and Retail Contact Center (RCC) Specialists. You will develop a deep understanding of the customer online journey and RCC community experience to design and analyze solutions and processes, including Generative AI and LLM capabilities. You will turn these concepts into reality by collaborating across project management, engineering, AIML, design, and operational teams.
Requirements
- 5+ years of experience in Product Management for e-commerce/consumer digital products or Technical Program Management in Contact Center technology transformation.
- Record of leading complex technical projects with direct ownership of a product portfolio.
- Demonstrated ability to communicate effectively and influence at all levels of an organization.
- Experience leveraging data and insights to deliver customer-facing digital products and capabilities globally.
- BA/BS degree or 7+ years professional experience in a directly relatable role.
- Experience with E-commerce environment, specially in order and support processes, customer contact methodologies, contact center applications and processes.
- Advanced knowledge of the software development lifecycle (SDLC) and Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall).
- Understanding of and application of AI within a contact center environment.
- Capable of leading technical discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter.
- Demonstrated experience being an interface between business and technical teams.
Nice To Haves
- Experience in one or more of the following UI/UX design
- macOS experience
- Experience with User Acceptance Testing (UAT) and best practices
- BA/BS in Computer Science or a technical degree
Responsibilities
- Ideate and implement generative solutions within the contact center infrastructure supporting end-to-end specialist and Customer journey, including, but not limited to enhancing how we route engagements, enable Omnichannel/multimodal experiences, personalize the experience for Specialist and Customers, and introduce solutions that speed ramp for specialists.
- Defining and communicating multi-year strategies and roadmaps, requirements, and deployment plans to achieve business objectives.
- Creating buy-in for product vision and generative AI solutions.
- Lead and simplify lasting technical and analytical solutions.
- Understanding and explaining complex business processes, systems, and tools with a keen focus on upstream/downstream impact.
- Monitoring data and trends to identify product gaps and issues and solve them.
- Leading user roundtables and gathering customer/user insights to inform business and technical decisions.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
