{"id":3557482,"url":"https://alion.io/job/apple-optimization-program-manager-rcc","title":"Optimization Program Manager, RCC","company":{"id":12,"name":"Apple","domain":"apple.com","url":"https://alion.io/company/apple","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Apple Jobs","truth_index":{"grade":"A","score":90,"open_postings":844,"ghost_share":0,"stale_share":0.188,"repost_share":0.002,"time_to_fill_p50_days":92,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cupertino, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":159000,"max_usd":297000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4830},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Scrum","optional":false},{"name":"Waterfall","optional":false},{"name":"NLP","optional":true}],"status":"live","first_seen_at":"2026-10-30T22:31:27Z","employer_posted_date":"2026-10-31","last_verified_at":"2026-11-04T10:34:43Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nHere on the Apple Store Online (ASO) 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.\nJoin the Retail Customer Care (RCC) Optimization team and lead the way in transforming the digital assisted-shopping experience for our global customers. In this role, you will bring a deep understanding of the needs and preferences of online shoppers, a customer-centric mindset, and the ability to translate complex information into actionable insights.\nDescription\nAs Optimization Program Manager, you will operationalize our Retail Customer Care programs and drive digital customer engagement. You will collaborate with cross-functional teams to shape our customer engagement strategy, enable new features, develop business performance plans, and ensure peak event readiness. You will apply your enterprise program management expertise and strategic approach to drive business growth, scalability, and customer experiences.\nMinimum Qualifications\n8+ years of experience in a product, project, or program management role.\nExperience managing cross-functional projects using methodologies such as Agile, Scrum, or Waterfall.\nExperience developing and implementing strategies for customer-facing systems or programs.\nExperience troubleshooting system issues and optimizing performance, preferably for IVR technologies.\nExperience collaborating with internal teams, clients, and vendors to align stakeholder needs.\nExperience facilitating change management and influencing decisions across cross-functional teams.\nExperience dealing with ambiguity and an unstructured environment.\nPreferred Qualifications\nExperience navigating customer journeys, context analysis, Natural Language Processing (NLP) functionality, delivery options, and payment methods using research teams, data tools, dashboards, and self-service methods.\nAnalytical skills to interpret call data and user interactions, with proficiency in data visualization tools to produce insightful reports.\nKnowledge of current technology trends and capabilities.\nAbility to aggregate diverse information sources to diagnose root causes of issues and deliver presentations to senior executives.\nAbility to collaborate across cross-functional teams and organizations to solve problems and lead project implementations.\nAbility to influence decisions, facilitate change management, and navigate ambiguity.\nBachelor’s degree in a related 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