Job Details

Weekly Hours: 40

Role Number: 200645659-0157

Summary

Imagine what you could do here. The people here at Apple don't just create products — they create 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. Join Apple and help us leave the world better than we found it.

Apple's Worldwide Channel Strategy & Operations (WW CSO) organization focuses on developing and deploying worldwide sales programs and best practices to deliver an extraordinary customer experience in the channel and drive Apple Channel sales. With deep functional expertise in digital, physical, and people enablement spaces, our WW CSO team closely collaborates with many cross-functional groups at worldwide and regional levels.

We are looking for a dynamic and entrepreneurial eCommerce Customer Experience (CX) Program Manager to join our global team. This role will be instrumental in shaping and driving our Digital Channel strategy across global marketplaces, using digital merchandising skills, data analytics and a customer-first approach. The ideal candidate is a CX-focused digital program leader who influences change through others, excels at building scalable frameworks within brand and data constraints, and confidently translates complex insights into action for account teams.

Description

In this role, you will:

Strategically scale digital programs across global e-commerce accounts

Translate global CX priorities into actionable frameworks for account teams

Drive adoption of best practices that enhance the end-to-end customer experience

Cultivate a collaborative community among digital account teams to facilitate sharing of CX program successes, best practices, and learnings.

Partner closely with internal stakeholders, including WW Product Marketing, WW Marcom, WW Digital Programs, and regional e-commerce leaders, to implement, tested strategies that enhance marketplace customer engagement and drive sales growth.

Leverage data-driven insights from web analytics, industry trends, and customer behavior to inform strategic decision-making and continuously optimize the online customer experience.

Drive innovation by developing compelling business cases and proof-of-concepts that demonstrate the return on investment of CX initiatives and unlock opportunities for growth.

Deliver concise, high-level communication to executive leadership, detailing progress and key actions.

Minimum Qualifications

• Typically requires a minimum of 8+ years experience in eCommerce, CX, or Marketplace sales

• Proven experience in successfully scaling digital programs across major marketplaces (e.g. Amazon, JD.com, Flipkart, Coupang)

• Proven ability to manage and optimize CX program roadmaps for multiple accounts.

• Ability to drive large-scale initiatives from planning through execution and adoption

• Demonstrated analytical skills with the ability to translate data into actionable strategies

• Ability to work with cross-functional and multi-directional stakeholders

• Advanced proficiency in Excel/Numbers and PowerPoint/Keynote

• Excellent written and verbal communication skills with the ability to adapt messaging to different audiences

• Bachelor’s degree or equivalent experience

Preferred Qualifications

• Proven ability to successfully navigate and deliver results in high-pressure, fast-moving environments while effectively managing multiple priorities.

• Passion for innovation, customer experience, and digital transformation

• Master's degree in a relevant business discipline

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .