Manager, Digital Product Operations

Summary Posted: Dec 28, 2023 Role Number: 200530513 Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what can be accomplished! Are you a natural leader of people? Do you enjoy solving problems and helping customers? AppleCare Digital is seeking a driven manager to lead a team of Program Managers and Business Analysts that partner with key functional areas of Apple Support to ensure the apps and experiences our customers use to get help are optimized for seamless end-to-end customer journeys. The AppleCare Digital Product Operations team optimizes customer experiences for two of the most impactful support properties, the Apple Support iOS app and ‘Get Support’ on the Apple Support web site. We are looking for a leader with experience working in a support function and who is familiar with operations in a variety of support channels, including online self-service and agent assisted phone, chat, and in-person interactions. This leadership position is responsible for facilitating planning and execution processes, ensuring overall readiness for new product launches and regular app releases, and continuing to improve processes over time. The scope of this role impacts millions of Apple customers around the world who seek help through our support channels. Key Qualifications Key Qualifications At least 7 years experience in digital project / program management, with focus on web and iOS applications Demonstrated leadership skills and experience motivating and managing global cross-functional teams Curiosity and a passion for problem-solving to enhance customer experience for Apple digital support applications Proven ability to work in global cross-functional teams and collaborate effectively with others Ability to thrive in a fast-paced, dynamic environment Exceptional written and verbal communication skills with ability to present to technical, non-technical, and executive audiences Effective analytical skills with ability to use data to tell a story, drive root cause analysis and extract concrete insight Past experience in a customer service/support role is desired Description Description In this role you will: - Help your team assess customer needs and evaluate risks in change requests from cross-functional partners (e.g., AppleCare, Retail, Content Strategy, Service Operations) and advise on solutions that meet business goals while also ensuring our digital apps deliver a seamless and intuitive user experience - Lead, coach and inspire a team of business analysts and program managers to ensure they are successful in their roles - Plan and implement data-gathering & feedback strategies to monitor and measure how applications are meeting customer and business needs - Rely on data and analytics resources to inform strategies, enhance user engagement and improve performance of business metrics - Build strong working relationships with peers and stakeholders to address cross-functional challenges - Provide regular updates to leadership, summarizing key points and actions required - Drive improvements in tools and automation to facilitate highly efficient team processes and system scalability - Effectively interact with colleagues of multiple disciplines, including product managers, software engineers, UX designers, project managers, QA leads, and analysts - Consistently consider global customer perspective across the entire Apple support journey and articulate key customer support needs to partners, influencing a best-in-class experience across touch points Education & Experience Education & Experience Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience MBA, preferred Additional Requirements Additional Requirements