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About the Role

The Apple Store Online team is responsible for Apple’s largest store, aiming to deliver a magical, personal digital experience for customers globally. This role focuses on delivering scalable, efficient, and customer-centric technical solutions, continuously improving the online shopping experience through innovation and cutting-edge technology.

Responsibilities

• Own a product portfolio and partner cross-functionally to strategize and deliver projects and initiatives that drive a world-class customer experience.
• Build new applications or features used by customers and Retail Contact Center (RCC) Specialists.
• 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.
• Collaborate across project management, engineering, AIML, design, and operational teams to turn concepts into reality.
• Ideate and implement generative solutions within the contact center infrastructure supporting end-to-end specialist and customer journey.
• Enhance engagement routing, enable Omnichannel/multimodal experiences, personalize experiences for specialists and customers, and introduce solutions that speed ramp for specialists.

Requirements

• 7+ years of professional experience in Product Management for e-commerce or a consumer digital product development.
• Record of leading complex technical projects with direct ownership of a product portfolio.
• Demonstrated ability to communicate effectively and influence at all levels of an organization.
• Experience leveraging data and insights to deliver customer-facing digital products and capabilities globally.
• BA/BS degree or 11+ years professional experience in a directly relatable role.
• Experience with E-commerce environment, especially 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.
• Demonstrated experience being an interface between business and technical teams.
• Experience in one or more of the following: UI/UX design, macOS experience, Experience with User Acceptance Testing (UAT) and best practices.

Skills

• Product Management
• E-commerce
• Consumer digital product development
• Generative AI
• LLM capabilities
• Software development lifecycle (SDLC)
• Project management methodologies
• Product management methodologies
• PMP
• SCRUM/Agile
• Waterfall
• AI
• Contact center applications
• APIs
• UI/UX design
• User Acceptance Testing (UAT)

Location

• Remote

Work Type

• Full-time

Experience Level

• 7+ years of professional experience

Education Level

• BA/BS degree
• BS in Computer Science or a technical degree

About the Company

• 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.