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Apple Retail Contact Center Readiness Program Manager United States, Texas, Austin 557110955
18.11.2024
Description
A successful candidate will be able to identify, define and drive call center readiness launch strategies, provide guidance to support Apple policies, resolve complex issues and support positive customer and employee engagement with Apple. The candidate will be able to determine necessary communication, training and policy creation requirements required for a successful launch. The Readiness Program Manager will manage an efficient contact center escalation path for identifying and resolving program/product launch issues. The job demands working under aggressive timelines to support broad and diverse project profiles with limited pre-disclosure. Non-standard business hours and some travel will be required.
Responsibilities:Provide leadership and ongoing feedback to support product, program and project readiness to ensure all call center specialists are prepared. Implement standardization across all regions for readiness initiatives. Coordinate and lead localized command centers for internal and external leadership during key launches, including determining and assigning roles and responsibilities. Analyze data, specialist feedback, and NPS results to capture emerging trends and learnings for readiness improvements. Simplify complex concepts for specialists and customers, create content when required.Clearly communicate status throughout project against objectives, identifying risks and opportunities, up, down and across the organization.Develop KPIs, scorecards, and internal processes to reduce cost and drive business improvements.Host on-site launch command centers and events around NPIs, promos, and other major launches.
Minimum Qualifications
- 4+ years of experience in an online retail environment overseeing projects, initiatives, or programs across people or teams.
- Experience working at a global scale and with partners in different regions
- Strong analytical and problem-solving skills, can understand customer data and convert into insights and actions.
- Working knowledge of SAP and Excel.
Preferred Qualifications
- 7+ years of experience in an online retail environment overseeing projects, initiatives, or programs across people or teams.
- PMP certification and BA/BS degree preferred or combination of relevant work experience and education.
- Experience in contact center environment and fulfillment operations a plus
- Hands-on experience in product, project or program management or order fulfillment in the tech industry.
- Outstanding written and verbal presentation skills.
- Obsessively focused on the customer and employee experience.
- Proactive team-player with a can-do attitude and a deep sense of ownership and accountability.
- Must display great ability to prioritize deliverables, focusing on critical path items, with a persistent attention to detail.
- Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations—without damage to the relationship.
Additional Requirements
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.
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