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Program Manager, Retail Customer Experience Survey System
AppleShanghai, Shanghai, China7+ 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.
The WW Apple Retail Engagement, Marketing & Merchandising (REMM) team defines, makes and delivers programs, campaigns, initiatives and experiences that help Apple Retail’s customers and teams discover, be inspired by, learn about and go further with Apple’s products and services, and does so in a manner that is true to our values.
Join Apple Retail's Customer Insights team as a Program Manager and be a driving force behind our customer feedback survey program operations. In this pivotal role, you will be responsible for our NetPromoter Program survey infrastructure, leading innovative projects and developing system solutions, collaborating closely with technical and business partners, to keep our surveys in sync with the business as it evolves and ensure smooth daily operations. Your work supporting data and reporting systems will amplify the voice of the customer to thousands of team members and leaders, so that they can deeply understand customer journeys, measure the impact of critical business changes, and identify opportunities for improvement.
We're looking for a candidate who blends exceptional project management skills with strong technical acumen in systems architecture, a talent for creative problem-solving, and passion for Apple's customers and teams. They thrive on leading complex cross-functional initiatives, adeptly influencing stakeholders at all levels, and aligning diverse technical and business teams to achieve impactful results.
In this role, you will spearhead initiatives to build, optimize, and maintain the robust operational systems of our high-impact, high-visibility customer survey program. You will be instrumental in driving the overarching program infrastructure strategy, ensuring surveys are aligned to organizational goals with key partners, while expertly balancing strategic vision with hands-on project execution. Your contributions will directly enhance technological innovation within our daily operations.
The ideal candidate is a customer-focused, results-oriented leader with exceptional program and project management expertise. You possess the ability to communicate effectively across all levels, adeptly facilitate actions, resolve conflicts, and cultivate strong, collaborative relationships with diverse stakeholders. Your leadership style is characterized by influence and partnership, enabling you to drive outcomes effectively.
Key responsibilities include:
Strategic Project Management: Drive end-to-end project lifecycle, from conceptualization to successful implementation, translating business needs into precise requirements and ensuring on-time delivery, driving accountability for yourself and supporting partners.
System Optimization & Technical Insight: Monitor and optimize critical operational systems, drive issue resolution with technical teams, and explore new technologies to enhance system design and efficiency.
Cross-Functional Collaboration: Cultivate robust relationships with diverse teams, acting as a trusted partner and championing accountability, high performance, and continuous improvement.
Impactful Communication: Ensure transparent, helpful, and proactive communication with all stakeholders, tailoring messages effectively, and fostering alignment and collaborative success.
- Masterfully manage and prioritize a diverse portfolio of projects, ensuring efficient and effective simultaneous execution across varying scopes.
- Coordinate all project details and task management with internal partners and external vendors, including creating comprehensive project plans, defining deliverables, establishing measurable success metrics, proactively identifying and mitigating risks, resolving roadblocks, and maintaining team focus and motivation.
- Craft and maintain thorough documentation for system designs, technical specifications, data flows, and operational procedures, to establish clarity, facilitate knowledge transfer, and support long-term maintenance.
- Conduct daily quality checks to support the ongoing operation of our survey programs, including survey sampling, data integrity, localization, reporting, and access controls.
- Proactively investigate and drive to resolution all data flow or quality issues, demonstrating full ownership in identifying both immediate fixes and sustainable long-term solutions, and upholding the highest standards of data integrity.
- Develop a deep understanding of complex system landscapes, actively contributing to technical and business requirements gathering, design reviews, and offering creative technical suggestions to engineering teams.
- Collaborate intensively with business stakeholders, technical experts, vendors, market research analysts, and fellow program managers to optimize processes, enhance solutions, improve consistency, and foster continuous innovation.
- Exceptional project management, analytical, and coordination skills, with a dedication to operational excellence, quality, continuous improvement, and a willingness to challenge the status quo.
- Excellent written and verbal communication skills, with the ability to convey complex technical concepts clearly to diverse audiences and influence stakeholders at all levels.
- Proven track record of leading complex, cross-functional initiatives end-to-end in fast-paced enterprise environments, with strong command of strategic planning, risk mitigation, stakeholder management, and on-time delivery.
- Experience leading teams through both Waterfall and Agile project management methodologies, including primary ownership for creating effective project plans with detailed timelines and strong change management skills.
- Demonstrated ability to understand, optimize, and troubleshoot operational systems, including creating technical requirements and driving design discussions — with strong problem-solving skills to navigate ambiguity, balance short-term urgency with long-term strategy, and drive clarity across cross-functional stakeholders.
- Practical experience working with AI technologies, including large language models (LLMs) and generative AI tools, with demonstrated ability to evaluate and apply them in research operations, data workflows, or program management contexts.
- Professional fluency in both Mandarin (Simplified Chinese) and English — written and verbal — required to effectively support and collaborate with teams across China and international markets.
- Minimum of 7 years of project management or equivalent experience.
- Bachelorʼs Degree or equivalent industry experience.
- Experience working in a customer experience and/or retail function, ideally with multi-channel platforms (e-commerce, in-store, digital platforms).
- Quantitative market research background is beneficial, particularly with international research and on the vendor side, bringing an understanding of diverse client needs and research methodologies.
- Experience in system design, specifically orchestrating the integration and functionality of reporting tools and databases.
- Working knowledge of (or willingness to learn) data querying languages (SQL, especially with Alibaba Cloud data warehouse solutions), data visualization tools (such as Tableau, Streamlit), and text analytics.
- Ability to create diagrams and documentation describing complex relationships between systems and surveys (Miro, Figma, OmniGraffle, Visio).
- Relevant certifications in project management, change management, and/or business analysis (such as PMP, PMI, Scrum, Six Sigma).