Sr Manager, Apple Store Online Contact Center Application Product
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!
A team at the center of defining the magical experiences that our customers experience when reaching out to Apple is our Specialist Platforms Team. This Product organization is responsible for the applications and platforms used by our contact centers around the globe, and help shape the Specialist and Customer engagement. In this role, you’ll be leading a global team of Product Managers responsible for 45+ applications across sales, service, quality, engagement, authentication, and many more domains.
As the leader of our Specialist Platforms team, you will engage with business partners and set the bar for how we achieve the future vision of customer engagement. In addition to leading across the functional domains of your team, you will partner with other technical teams to explore new technologies, and ensure they are production ready when we’re ready to share the new experiences they create with the world. Key responsibilities in this role include:
Building and leading a high performing team of Product Managers, focused across many different functional domains
Diving deep into design with your team, both aesthetically and architecturally to ensure the best solutions as we build out new capabilities
Driving a culture of innovation and experimentation, where we are constantly challenging ourselves to create better experiences
Setting the vision for your organization, and ensuring alignment to the work your team will deliver throughout the software design lifecycle (SDLC)
- 10+ years of professional experience in a systems related role, supporting a commerce, supply chain, or operations function
- 5+ years experience managing a team of technical product/program/project managers
- Demonstrated track record of working with business and technical teams to design and build sustainable digital solutions
- Experience leading globally dispersed teams, and willingness to engage off-hours as required
- Bachelor’s degree in a technical field or equivalent practical experience.
- People centric leader, intentional about building a diverse and inclusive culture within their organization
- Builds capacity and capability within their teams through effective employee development, goal-setting, coaching, and communication
- Demonstrates excellent communication and presentation skills, with the ability to convey complex information to both technical and non-technical team members, across all levels of an organization including senior leadership groups and executives. Is an excellent story-teller and understands the concept of saying more with less.
- Influences at all levels within an organization, and leads through times of clarity or ambiguity, when they have authority as well as when they don’t
- Cross-functional leader, that builds trust, credibility, and lasting partnerships across organizations. Is consistently sought out as a trusted business partner and leader with a point of view by team members.
- Strong analytical problem-solver who is highly analytical and makes data driven decisions to drive business strategy and informed decision making.
- Excellent attention to detail, someone who thrives in an ambiguous, fast-paced environment where time is of the essence.
- Considers people, process, and systems when crafting a new digital solution
- Builds sound business strategies, and converts strategy to action by setting clear goals, articulating problem and opportunity statements clearly, and using available resources and timelines to deliver quality software and process based solutions.
- Has deep familiarity with the software development life cycle (SDLC), and experience with both Waterfall and Agile product/program management methodologies
- Experience implementing AI/GenAI technologies in solutions supporting business operations or customer engagement applications
- Deep experience in an e-commerce organization, supporting an operations or customer support functions through a systems/product role.
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.