Job Description

Product Manager - Apple Store Online, Customer Support Shopping Applications Austin, Texas, United States Corporate Functions 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.Our 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 employing the latest groundbreaking technology to elevate the shopping experience globally. Description 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) Specialists. You 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.A successful candidate will be analytical, possess technical and business knowledge, and have a passion for crafting great experiences in a fast-paced environment. A meticulous self-starter, proficient in dealing with ambiguity, and have the ability to communicate effectively across team members of varied levels, functional expertise, and technical proficiency. Ability to influence partners, advocate for excellence, exhibit end-to-end ownership to support emerging issues and tasks, and deliver high quality products on time. Responsibilities Defining and communicating roadmap, requirements, and deployment plans. Creating consensus for product vision and generative AI solutions. Managing the release calendar and roadmap for software product(s). Driving and/or supporting all phases of software development lifecycle (SDLC) with technical teams. Leading or supporting technical/functional design requirements. Overseeing data and trends to identify product gaps and issues and solve them. Leading user roundtables and capturing customer/user insights to advise business and technical decisions. Driving multiple projects and initiatives simultaneously, and balancing priorities. Domestic and International Travel may be required on occasion. Availability during evenings, weekends and non-standard hours may be required to support your product release timing. Minimum Qualifications 4+ years of Product Management / Product Owner experience. Record of leading sophisticated technical projects with direct ownership of a digital product. Demonstrated ability to communicate effectively and influence at all levels of an organization. BA/BS degree or 8+ years professional experience in a directly relatable role. Preferred Qualifications Experience with User Acceptance Testing (UAT) and standard methodologies. Analytical abilities and capability to influence with data. Solid understanding of and application of AI. Demonstrated ability to communicate effectively and influence at all levels of an organization, whether with a peer or senior/exec level. 7+ years Product Management or Owner experience. Experience with E-commerce environment, specially in order and support processes, customer contact methodologies, contact center applications and processes. Advanced knowledge of the software development lifecycle (SDLC) and Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall). Understanding of and application of AI within a contact center environment. Capable of leading technical discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter. Experience in one or more of the following UI/UX design areas. 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 . #J-18808-Ljbffr Apple Inc.

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