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. 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 looking for someone to help us do extraordinary things. Apple's Retail Customer Care (RCC) Readiness team is dedicated to delivering seamless, only-at-Apple launch experiences. We achieve this through deep cross-functional partnerships, ensuring every product, promotion, and program launch is supported by prepared people, robust processes, and aligned technologies. We are seeking an experienced and agile Readiness Program Manager to drive contact center readiness for these critical launches. If you thrive in fast-paced environments, excel at navigating complexity, and are passionate about both the customer and employee experience, this role is for you.
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Description
Strategic Readiness Planning: Identify, define, and drive comprehensive contact center readiness strategies for product, program, and promotional launches, ensuring alignment with Apple policies and customer experience goals. Operational Execution & Event Management: Coordinate and lead readiness efforts and on-site command centers during key launches, defining roles, managing escalations, and ensuring real-time issue resolution. Cross-Functional Leadership: Lead and influence cross-functional partners (including ASO Readiness, Marketing, Operations, Engineering, Training, Communications) to ensure cohesive readiness planning and execution. Content & Communication: Simplify complex information for specialists and customers; oversee or create necessary communications, training inputs, and readiness documentation. Clearly communicate launch readiness status, risks, and opportunities across all organizational levels. Process Standardization & Improvement: Develop, implement, and continuously refine standardized readiness processes across all regions, leveraging KPIs and data analysis (launch performance, feedback, NPS) to measure success and drive data-driven improvements for enhanced efficiency and effectiveness. Relationship Building: Cultivate strong relationships both inside and outside of the organization to effectively influence outcomes and champion an exceptional launch experience. Non-standard business hours and some travel will be required.
Minimum Qualifications
- 7+ years of experience managing complex projects, programs, or initiatives within an online retail, contact center, or customer support environment, preferably with launch readiness or a fast-paced tech environment
- Strong analytical and problem-solving skills; demonstrated ability to interpret data (such as customer feedback) and translate it into actionable insights and strategic recommendations.
- Proficiency with standard business tools, including spreadsheet software (e.g., Excel) and familiarity with enterprise systems (e.g., SAP or similar).
- Excellent communication and presentation skills (written and verbal).
Preferred Qualifications
- Direct experience within a contact center environment and/or fulfillment operations.
- BA/BS degree or equivalent practical experience; PMP or other relevant certification is a plus.
- Hands-on experience with project management and collaboration tools (e.g., Wrike, Asana, Jira, Quip).
- Proven ability to lead through influence, navigate ambiguity, and gain consensus from stakeholders in sensitive situations.
- Shown ability to operate effectively at a global scale, collaborating with international partners across different time zones and cultures.
- Obsessive focus on delivering exceptional customer and employee experiences.
- Proactive, results-oriented team player with a strong sense of ownership, accountability, and meticulous attention to detail.
- Exceptional organizational skills with the ability to prioritize effectively against bold timelines and lead multiple initiatives concurrently.
- Contributes to an inclusive environment through respecting each others' differences and having the curiosity to learn
- Demonstrates Apple's values of inclusion and diversity in daily activities
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 .
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