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Retail Contact Center Readiness Program Manager ID - 13537

About the position

The Readiness Program Manager for the Apple Store Online team is responsible for ensuring that all people, processes, and technologies are aligned for successful product, promotion, and program launches in contact centers. This role focuses on delivering an exceptional end-to-end customer experience by leading readiness initiatives, managing escalations, and coordinating cross-functional efforts to improve internal processes and tools.

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.
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Requirements

  • 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.

Nice-to-haves

  • 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.

Benefits

  • Equal opportunity employer committed to inclusion and diversity.
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