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Apple Product Owner - Apple Store Online Contact Center Applications United States, Texas, Austin 53661429
14.12.2024
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Description
In this role, you will blend creativity with technology to create world class customer experiences. The Product Owner will serve as the business-side owner of a software product(s), or technologies used by Retail Contact Center (RCC) Specialists, and in some cases directly by our customers. You will build an understanding of our RCC Specialist community, their workflow and processes, and will work with our technical partners to stitch varied technologies and capabilities together into the experience that you envision.Ideally you will have experience with E-commerce order and support processes, customer contact methodologies, contact center applications and processes, a design-thinking approach, and thorough understanding of the software development lifecycle (SDLC), including user acceptance testing (UAT). You’ll have a record of leading technically complex projects, delivering high quality results on time, taking ownership of issues and tasks, influencing collaborators and business partners, and making the hard calls. You’re also likely a creative problem solver, demonstrate an unending curiosity to understand how things work, and aren’t afraid to go above and beyond to get the job done. Typical responsibilities will include: - Managing the release calendar and roadmap for your software product(s)- Supporting all phases of SDLC through your partnership with technical teams- Defining and communicating deployment plans, taking into consideration competing priorities- Leading user roundtables and surveys to understand the needs of your partners and collaborators- Supporting software engineering teams by writing technical/functional design requirements- Working in a fast-paced environment with a committed focus on customer experience- Engaging in multiple projects and initiatives simultaneously, balancing priorities as required- Pro-actively identifying and actively solving for gaps and issues- Domestic and International Travel may be required on occasion- Availability during evenings, weekends and non-standard hours may be required to support product release timing
Minimum Qualifications
- 4+ years of demonstrated experience as a Product Manager / Product Owner
- Direct ownership of a digital product in a customer service, support, or contact center environment
- Demonstrated ability to communicate effectively and influence at all levels of an organization, whether with a peer or senior/executive level
- BA/BS degree or 8+ years professional experience in a directly relatable role
Preferred Qualifications
- 7+ years Product Ownership experience, ideally in an E-commerce or contact center environment
- Advanced knowledge of the SDLC
- Experience with Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall)
- Understanding of User Acceptance Testing (UAT) and best practices
- Business analysis savvy; building narratives and business cases with data
- Technically able to lead and participate in discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter
- Understanding of application of AI within a contact center environment
- Experience in one or more of the following UI/UX design areas: software user interface, wireframes/mockups, human-computer interaction, usability and user research, Mac & Keynote experience
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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