Product Manager - Store Online, Customer Support Shopping

Overview

Summary:

Imagine what you could do here. The people 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 technology to environmental efforts. At Apple, inclusion is a shared responsibility, and we 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 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.

Our team within Apple Store Online is responsible for delivering scalable, efficient, and customer-centric technical solutions to serve our Retail Customers and Call Center Specialists globally. We continually pursue excellence by evaluating and rethinking the customer journey through the online shopping experience, including Digital Programs, Chat/Voice systems, Payments, Fulfillment, Delivery, and Customer Care. This role looks beyond the immediate to thoughtfully innovate on the details using the latest groundbreaking technology to elevate the shopping experience globally.

In this individual contributor role, you will own a product portfolio and partner cross-functionally to strategize and deliver projects and initiatives that drive a world class customer experience. You will build new applications or features used by customers and Retail Contact Center (RCC) Specialists. You will 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.

You will turn these concepts into reality by collaborating across project management, engineering, AIML, design, and operational teams.

A successful candidate will be analytical, possess technical and business knowledge, and have a passion for crafting great experiences in a fast-paced environment. A meticulous self-starter, proficient in dealing with ambiguity, and able to communicate effectively across team members of varied levels, functional expertise, and technical proficiency. Ability to influence partners, advocate for excellence, exhibit end-to-end ownership to support emerging issues and tasks, and deliver high quality products on time.

• Defining and communicating roadmap, requirements, and deployment plans.
• Creating consensus for product vision and generative AI solutions.
• Managing the release calendar and roadmap for software product(s).
• Driving and/or supporting all phases of software development lifecycle (SDLC) with technical teams.
• Leading or supporting technical/functional design requirements.
• Overseeing data and trends to identify product gaps and issues and solve them.
• Leading user round tables and capturing customer/user insights to advise business and technical decisions.
• Driving multiple projects and initiatives simultaneously, and balancing priorities.
• Domestic and international travel may be required on occasion.
• Availability during evenings, weekends and non-standard hours may be required to support product release timing.

• 4+ years of Product Management / Product Owner experience.
• Record of leading sophisticated technical projects with direct ownership of a digital product.
• Demonstrated ability to communicate effectively and influence at all levels of an organization.
• BA/BS degree or 8+ years professional experience in a directly relatable role.

• Experience with User Acceptance Testing (UAT) and standard methodologies.
• Analytical abilities and capability to influence with data.
• Solid understanding of and application of AI.
• Demonstrated ability to communicate effectively and influence at all levels of an organization, whether with a peer or…