Apple
Optimization Program Manager, RCC
$179K–$268K
Cupertino, California · Manager · Full-time · Posted Oct 30, 2026
- Experience
- 8+ years in a product, project, or program management role.
- Education
- Bachelor’s degree in a related field is preferred.
About the job
Leads Retail Customer Care programs and cross-functional initiatives to improve digital assisted-shopping engagement, customer-facing systems, and business performance.
What you'll do
- Develop and implement strategies for customer-facing systems and programs; manage projects through implementation.
- Coordinate internal teams, clients, and vendors, and influence decisions and change across partners.
- Analyze issues and performance, present insights to senior executives, and identify opportunities in IVR and digital customer care technology.
What they ask for
- 8+ years of experience in a product, project, or program management role.
- Experience managing cross-functional projects using Agile, Scrum, or Waterfall methodologies.
- Experience developing strategies for customer-facing systems or programs and troubleshooting system issues; IVR optimization is preferred.
- Experience collaborating with stakeholders, facilitating change management, influencing decisions, and working in ambiguous environments.
Nice to have
- Experience with customer journeys, Natural Language Processing (NLP), call data, dashboards, and data visualization tools.
- Knowledge of current technology trends and capabilities; bachelor’s degree in a related field.
Pay
$178,800 and $268,400 (USD, base salary range)
Tools
Agile, Scrum, Waterfall, Interactive Voice Response (IVR), Natural Language Processing (NLP)
AI focus
Preferred experience includes customer journeys and Natural Language Processing (NLP) functionality.
Model-written summary · the original posting is authoritative