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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
- 4+ 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 7+ years professional experience in a directly relatable role.
- Experience with E-commerce environment, specifically 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
- SDLC
- PMP
- SCRUM/Agile
- Waterfall
- AI
- Software infrastructure/architecture
- APIs
- Programming languages
- UI/UX design
- macOS
- User Acceptance Testing (UAT)
Location
- Remote
Work Type
- Full-time
Experience Level
- 4+ years of professional experience
Education Level
- BA/BS degree
- Technical degree
About the Company
- Apple doesn’t just create products — they build the kind of wonder that’s revolutionized entire industries.
- The diversity of people and their ideas inspires the innovation that runs through everything Apple does, from amazing technology to industry-leading environmental efforts.
- At Apple, inclusion is a shared responsibility, and they work together to foster a culture where everyone belongs and is inspired to do their best work.