Optimization Program Manager, Retail Customer Care
Core
Lead strategic programs and initiatives to optimize the Retail Customer Care experience across Apple's digital channels, with a dedicated focus on China platforms.
Role type
Senior Program Manager (Customer Experience Strategy)
Builds
Strategic roadmaps, capital and non-capital initiatives, and optimized customer experience systems for Apple's online and retail channels.
Domain
E-commerce / Retail Customer Care / China Market
Deliverable
product features
Required skills
Strategic planning, program management, data analysis, stakeholder management, cross-functional collaboration, roadmap development, business acumen, project implementation, market trend evaluation, system optimization
Preferred skills
AI/ML/automation strategy, e-commerce "shop in a shop" architecture, contact center operations, advanced degree (MBA/MA)
Technologies
AI, machine learning, automation, e-commerce platforms
Responsibilities
Derive actionable insights from business reviews to define strategic direction and develop roadmaps. Deep dive into operational data to uncover optimization opportunities and translate them into prioritized initiatives. Consult with project teams on high-level requirements and strategies for strategic marketplace teams. Explore and evaluate innovative product solutions and technological capabilities. Collaborate with technical and business teams to ensure systems are ready for new product launches.
Seniority
Senior, hands-on IC with strategic leadership