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WW Sales Strategy & Programs Manager
AppleAustin, Texas, United States7+ years
Apply 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.
The Retail Customer Care (RCC) Optimization team is seeking a professional to manage WW sales programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, and other customer-facing channels. We are excited to hire a WW Sales Strategy & Programs Manager to join our dynamic team.
You will lead the way for contact center teams to have their needs prioritized in capital projects and other initiatives. In this role, you will collaborate with project teams on high-level requirements and strategies on capital projects that impact global teams and provide sign off on final design on behalf of RCC. You will ensure the customer experience is maintained in a globally consistent and scalable manner.
- Drive cross-functional partnership with Commercial teams to ensure alignment on go-to-market strategies, segment priorities, and sales initiatives across global markets. Partner closely with Commercial to align on country-level planning, identify ecosystem expansion opportunities, and ensure RCC programs ladder up to broader commercial objectives.
- Lead communications at an executive level while being in the details of all aspects of the programs. Communicates to include updates on your work streams highlighting impact to the business and on the priorities and focus areas for the quarter.
- Partner globally with RCC leadership and GRS teams to create, develop, and drive a program strategy that will improve the customer experience and drive sales performance while prioritizing business needs in a thoughtful and scalable way.
- Analyze program critical metric performance versus goals and partner with the global sales teams on prioritizing organization needs in a scalable way.
- Assess current business processes for improvement opportunities. Transform broad concepts and business strategies into structured projects, lead design, and implementation.
- Collaborate with technical and business teams to ensure systems are ready for new product launches and teams know how to use them to get desired business outcomes.
- Champion AppleCare and accessories attach performance across all channels, partnering with global and segment teams to develop scalable strategies that drive attach rate growth. Ensure global and segment alignment on program goals, execution approaches, and performance expectations across all regions and customer touch points.
- Evaluate the end-to-end impact to our customers and our Specialists when making strategic decisions on programs and initiatives.
- Build strong relationships with all key cross-functional partners from site management to Finance, Reporting, Operations, Contact Center Business Operations, Commercial, and Technology.
- Monitor operational metrics daily, weekly, monthly, and quarterly.
- 7+ years of experience of program and/or project management, preferably in a people-powered or contact center environment
- 1+ years of experience working in a global capacity.
- Experience prioritizing multiple projects and meeting deadlines in an evolving environment.
- Experience using data to drive decisions and quantify results of strategic and tactical initiatives.
- Experience using project management tools and systems, such as Wrike or Quip, and presentation applications, such as Keynote or PowerPoint.
- Influences people across all functional areas of an organization and mobilize resources across a WW organization covering multiple time zones. Builds bridges and cultivates relationships; comfortable being a key point of contact and subject matter authority.
- Ambitious and self-directed, with exceptional decision-making abilities, and a passion for the customer experience
- Communicates quickly and effectively, vertically and horizontally throughout the organization at all levels and across multiple teams
- Passionate and self-motivated, with excellent organizational and time management skills
- Thrives in a fast-paced, ambiguous environment operating at both strategic and tactical levels
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