Readiness Senior Program Manager

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.

Apple's Retail Customer Care (RCC) Readiness team is dedicated to delivering seamless, only-at-Apple launch experiences. We achieve this through deep cross-functional partnerships, ensuring every product, promotion, and program launch is supported by prepared people, robust processes, and aligned technologies. We are seeking an experienced and agile Readiness Senior Program Manager to drive contact centre readiness for these critical launches. If you thrive in fast-paced environments, excel at navigating complexity, and are passionate about both the customer and employee experience, this role is for you.

Description
As a Readiness Senior Program Manager, you will be able to identify, define and drive contact centre readiness launch strategies, provide guidance to support Apple policies, and support an exceptional end-to-end customer experience. Your responsibilities will range from high-level strategic planning and stakeholder alignment to detailed execution tasks such as managing communication plans, overseeing operational command centers, and resolving launch-related issues.

Non-standard business hours and some travel will be required.","responsibilities":"* Strategic Readiness Planning: Identify, define, and drive comprehensive contact centre readiness strategies for product, program, and promotional launches, ensuring alignment with Apple policies and customer experience goals.
* Operational Execution & Event Management: Coordinate and lead readiness efforts and on-site command centers during key launches, defining roles, managing escalations, and ensuring real-time issue resolution.
* Cross-Functional Leadership: Lead and influence cross-functional partners (including ASO Readiness, Marketing, Operations, Engineering, Training, Communications) to ensure cohesive readiness planning and execution.
* Content & Communication: Simplify complex information for specialists and customers; oversee or create necessary communications, training inputs, and readiness documentation. Clearly communicate launch readiness status, risks, and opportunities across all organizational levels.
* Process Standardization & Improvement: Develop, implement, and continuously refine standardized readiness processes across all regions, leveraging KPIs and data analysis (launch performance, feedback, NPS, etc.) to measure success and drive data-driven improvements for enhanced efficiency and effectiveness.
* Relationship Building: Cultivate strong relationships both inside and outside of the organization to effectively influence outcomes and champion an exceptional launch and customer experience."

Preferred Qualifications
10+ years of relevant experience in program management, project management, or launch readiness, ideally within a fast-paced tech or retail environment. Direct experience within a contact center environment and/or fulfillment operations.
Experience working with China e-commerce.
Demonstrated ability to lead through influence, navigate ambiguity, and gain consensus from stakeholders in sensitive situations.
Proven ability to operate effectively at a global scale, collaborating with international partners across different time zones and cultures.
Proactive, results-oriented team player with a strong sense of ownership, accountability, and meticulous attention to detail with an obsessive focus on delivering exceptional customer and employee experiences.
Exceptional organizational skills with the ability to prioritize effectively against aggressive timelines and manage multiple initiatives concurrently.

Minimum Qualifications
7+ years of experience managing complex projects, programs, or initiatives, preferably within an online retail, contact center, or customer support environment.
Strong analytical and problem-solving skills; demonstrated ability to interpret data (including customer feedback) and translate it into actionable insights and strategic recommendations.
Proficiency with standard business tools, including spreadsheet software (e.g., Excel) and familiarity with enterprise systems (e.g., SAP or similar).
Excellent communication and presentation skills (written and verbal).
Bilingual in Chinese and English