WW Sales Strategy & Programs Manager

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 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 u0026 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 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 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 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 program critical metric performance versus goals and partner with the global sales teams on prioritizing organization needs in a scalable current business processes for improvement opportunities. Transform broad concepts and business strategies into structured projects lead design and 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 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 the end-to-end impact to our customers and our Specialists when making strategic decisions on programs and strong relationships with all key cross-functional partners from site management to Finance Reporting Operations Contact Center Business Operations Commercial and 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 environmentn1 years of experience working in a global prioritizing multiple projects and meeting deadlines in an evolving using data to drive decisions and quantify results of strategic and tactical 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 and self-directed with exceptional decision-making abilities and a passion for the customer experiencenCommunicates quickly and effectively vertically and horizontally throughout the organization at all levels and across multiple teamsnPassionate and self-motivated with excellent organizational and time management skillsnThrives in a fast-paced ambiguous environment operating at both strategic and tactical levels