Optimization Program Manager, RCC
Core
Operationalize Retail Customer Care programs and drive digital customer engagement for Apple's online store.
Role type
Senior IC program manager (customer experience)
Builds
Digital assisted-shopping experience and customer engagement systems
Domain
Retail + Customer Care Technology
Deliverable
product features
Required skills
Program management, Cross-functional project management, Strategy formulation, Change management, Stakeholder alignment, IVR technology optimization
Preferred skills
Customer journey navigation, NLP functionality, Data analysis, Data visualization, Technology trend analysis
Technologies
IVR, NLP, Data visualization tools
Responsibilities
Formulate and implement strategies for customer-facing systems; Manage cross-functional projects from conception to implementation; Aggregate information to diagnose root causes and present to executives; Monitor IVR and digital customer care technology trends.
Seniority
Senior, hands-on IC
