Retail Customer Care Readiness Program Manager

Summary

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 centre 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.

Description

As a Readiness Program Manager, you will be able to identify, define and drive contact centre readiness launch strategies, provide guidance to support Apple policies, and support an exceptional end to end customer experience. Your responsibilities will range from high level strategic planning and stakeholder alignment to detailed execution tasks such as managing communication plans, overseeing operational command centres, and resolving launch related issues.

Non standard business hours and some travel will be required.

Responsibilities

• Strategic Readiness Planning: Identify, define, and drive comprehensive contact centre 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 centres 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 organisational levels.
• Process Standardisation & Improvement: Develop, implement, and continuously refine standardised readiness processes across all regions, leveraging KPIs and data analysis (launch performance, feedback, NPS, etc.) to measure success and drive data driven improvements for enhanced efficiency and effectiveness.
• Relationship Building: Cultivate strong relationships both inside and outside of the organisation to effectively influence outcomes and champion an exceptional launch experience.

Minimum Qualifications

• 4+ years of experience managing complex projects, programs, or initiatives, preferably within an online retail, contact centre, or customer support environment.
• Strong analytical and problem solving skills; demonstrated ability to interpret data (including 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

• 7+ years of relevant experience in program management, project management, or launch readiness, ideally within a fast paced tech or retail environment.
• Direct experience within a contact centre environment and/or fulfilment 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).
• Demonstrated ability to lead through influence, navigate ambiguity, and gain consensus from stakeholders in sensitive situations.
• Proven 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 organisational skills with the ability to prioritise effectively against aggressive timelines and manage multiple initiatives concurrently.