Summary

Posted: Jul 22, 2024

Role Number:200559952

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. Join Apple, and help us leave the world better than we found it. 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 seeking a RCC Platforms Program Manager to help us do extraordinary things. Join the Retail Customer Care Optimization team and lead the way in transforming the digital assisted-shopping experience for our global customers. We are looking for a candidate who deeply understands the needs and preferences of online shoppers, possesses a customer-centric attitude, and can translate complex information into clear, actionable insights.

• Formulate and implement comprehensive strategies to drive the development and enhancement of IVR systems, ensuring they align with our business goals and delight our customers.
• Demonstrate experience in managing complex, cross-functional projects with methodologies like Agile, Scrum, and Waterfall; exceptional organizational and multitasking skills.
• Strong problem-solving skills to troubleshoot issues and optimize performance; continuously innovate and stay ahead with the latest IVR technology trends.
• Exceptional communication and interpersonal skills for effective collaboration with internal teams, clients, and vendors; skilled at addressing stakeholder needs and ensuring alignment.
• 6+ years of relevant professional experience working within a product, project, or program management role

• Extensive knowledge of IVR systems, including speech recognition, text-to-speech, and voice biometrics; well-versed with platforms like Genesys.
• Proficient in designing and optimizing IVR menus and call flows to create a flawless user experience; experienced with usability testing and incorporating user feedback.
• Strong analytical skills to interpret call data and user interactions; adept with data visualization tools to produce insightful reports.
• Thorough understanding of telecommunication networks, VoIP, and CRM integration; familiar with programming interfaces for IVR customization.
• Experience navigating customer journeys, context analysis, NLP functionality, delivery options, and payment methods using research teams, data tools, dashboards, and self-service methods.
• Able to aggregate diverse information sources to diagnose root causes of issues, delivering clear and compelling presentations to our senior executives.
• Seamlessly navigate through cross-functional teams and organizations to collaboratively tackle problems and lead successful project implementations.
• BS/BA degree or equivalent experience.

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.