Retail Readiness Program Manager

Austin, Texas, United States
Operations and Supply Chain


Role Number:200153410
The Retail Commerce & Digital Experience Team is passionate about providing outstanding pre and post-sales support to our customers. We are seeking an experienced leader to ensure all people, processes, and technologies are aligned for both internal and external contact centers for product, program, and project launches. You will need a deep understanding of contact center activities and will work cross-functionally to support an exceptional end-to-end customer experience. Are you equal parts leader, project manager, and creative thinker? 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. You will determine necessary communication, training and policy creation requirements for a successful launch. The Readiness Program Manager will lead an efficient contact center escalation path for identifying and resolving program/product launch issues. The role will require cross-functional coordination to identify and implement ongoing improvements to internal processes and tools to support business efforts. The candidate will team closely with internal worldwide business partners across multiple organizations. 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.

Key Qualifications

  • 5+ years of hands-on experience in product, project, or program management or order fulfillment in a high-tech environment
  • Experience in contact center environment and fulfillment operations a plus
  • Excellent communication skills - written and verbal - including presentation skills
  • Interpersonal savvy when interacting with internal partners and virtual team members
  • Extraordinary customer service commitment
  • Bachelors degree preferred or equivalent experience


- Maintain integrity of projects through high level of confidentiality - 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 identify emerging trends and takeaways 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 - Lead the strategic direction and implementation with a focus on quality, efficiency and an exceptional customer experience - Support the expansion of Apple Retail into new countries - Evaluate emerging opportunities against financial goals, build and present business cases, and test as appropriate - Work with Customer Experience, Call Center Leadership, RCC Strategy, Process Improvement, Retail Fulfillment Operations, and business stakeholders to develop strategies to support the customer - Provide leadership, standardization, and strategies to support worldwide teams - Develop KPIs, scorecards, and internal processes to reduce cost and drive business improvements - Conduct cross-functional reviews with key team members and specialists to drive global strategy improvements for readiness

Education & Experience

Additional Requirements