Job Details

WW RCC Optimization SMB Program Manager

Cupertino, California, United States

Corporate Functions

Summary

Posted: Jun 30, 2025

Role Number: 200611284

Imagine what you could do here! 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.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

The Retail Customer Care (RCC) Optimization team is seeking a highly motivated professional to manage WW SMB Optimization programs that span across the Retail Contact Center, Apple Online Store, Retail Stores, and other customer-facing channels. We are excited to welcome a WW SMB Optimization Program Manager to join our dynamic team.

Description

The successful candidate will lead the way for RCC teams to have their SMB needs prioritized in capital projects and non-capital initiatives. This role will collaborate with cross-functional teams and on high-level requirements and strategies for projects that impact global teams. The ideal candidate will ensure the highest level of customer experience is maintained in a globally-consistent manner that scales across Apple's SMB presence and ways-to-buy at Apple Retail.

Create, develop, deliver and operationally manage programs that will improve the customer experience and drive RCC’s SMB sales performance. Lead communications at an executive level while being in the details of all aspects of assisted sales and support programs. Communicates to include updates on program work streams highlighting the impact on the SMB business and key priorities. Partner closely with RCC leadership, GRS teams, OPS, Finance and other cross-functional teams.

Responsibilities:

• Assess current business processes for improvement opportunities to assist in the creation and ongoing maintenance of RCC’s SMB roadmap for both capital and non-capital work

• Consult with Project Teams on high-level requirements and strategies that impact RCC's SMB strategic marketplace teams ensuring the highest level of customer experience in a scalable manner

• Collaborate with the technical, business, and GRS teams to ensure systems are ready for new product launches aware optimized to drive desired business outcomes

• Build strong relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others' differences and having the curiosity to learn

• Monitor operational metrics on a daily, weekly, monthly and quarterly basis and participate in quarterly and annual business planning and forecasting reviews

Minimum Qualifications

• 3+ years experience of program and/or project management

• Ability to communicate quickly and effectively, vertically and horizontally throughout the organization at all levels and across multiple teams

• Consistent track record of prioritizing multiple projects and meeting deadlines; focusing on the most important project in a constantly evolving environment

• Thrives in a fast-paced, ambiguous environment operating at both strategic and tactical levels

• Proven analytical skills and data-driven decision making including quantifying results of strategic and tactical initiatives

• Relevant degree or equivalent experience

• Experience presenting to peers, leaders, and groups of varying size.

• Retail, e-commerce, or contact center experience

Preferred Qualifications

• Passionate and self-motivated, with excellent organizational and time management skills

• Ambitious and self-directed, with exceptional decision-making abilities, and a passion for the customer experience

• BA/BS in related field or equivalent experience, MBA/MA or advanced degree preferred

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $88,300 and $166,100, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.Learn more about Apple Benefits. (https://www.apple.com/careers/us/benefits.html)

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

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) .

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) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.