Product Manager, Customer Support Shopping Applications, Apple Store Online

Imagine what you could do here! The people here at Apple dont just create products they build the kind of wonder thats revolutionized entire industries. Its 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 on the Apple Store Online team we are responsible for Apples 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 team within Apple Store Online is responsible for delivering scalable efficient and customer centric technical solutions to serve our Retail Customers and Call Center Specialists globally. We continuously pursue excellence by evaluating and rethinking the customer journey through the online shopping experience including Digital Programs Chat/Voice systems Payments Fulfillment Delivery and Customer Care. This role looks beyond the immediate to thoughtfully innovate on the details leveraging the latest cutting edge technology to elevate the shopping experience globally.

In this individual contributor role you will own a product portfolio and partner cross functionally to strategize and deliver projects and initiatives that drive a world class customer experience. You will build new applications or features used by customers and Retail Contact Center (RCC) will develop a deep understanding of the customer online journey and RCC community experience to design and analyze solutions and processes including Generative AI and LLM capabilities. You will turn these concepts into reality by collaborating across project management engineering AIML design and operational teams. nnThis role will Ideate and implement generative solutions within the contact center infrastructure supporting end-to-end specialist and Customer journey including but not limited to enhancing how we route engagements enable Omnichannel/multimodal experiences personalize the experience for Specialist and Customers and introduce solutions that speed ramp for specialists.

Defining and communicating multi year strategies and roadmaps requirements and deployment plans to achieve business buy-in for product vision and generative AI solutionsnLead and simplify lasting technical and analytical and explaining complex business processes systems and tools with a keen focus on upstream/downstream impactnMonitoring data and trends to identify product gaps and issues and solve themnLeading user roundtables and gathering customer/user insights to inform business and technical decisions

4 years of professional experience in Product Management for e-commerce or a consumer digital product developmentnRecord of leading complex technical projects with direct ownership of a product ability to communicate effectively and influence at all levels of an organizationnExperience leveraging data and insights to deliver customer-facing digital products and capabilities globallynBA/BS degree or 7 years professional experience in a directly relatable role

Experience with E-commerce environment specially in order and support processes customer contact methodologies contact center applications and processesnAdvanced knowledge of the software development lifecycle (SDLC) and Project and Product management methodologies (PMP SCRUM/Agile Waterfall)nUnderstanding of and application of AI within a contact center environmentnCapable of leading technical discussions involving software infrastructure/architecture APIs programming languages and other technical subject matternDemonstrated experience being an interface between business and technical in one or more of the followingnUI/UX designnmacOS experiencenExperience with User Acceptance Testing (UAT) and best practicesnBA/BS in Computer Science or a technical degree