职位描述：
Summary：
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 industries. It’s the diversity of those people and their ideas that encourages 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 develop 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 magnificent, 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 Program Manager to drive contact center 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 Program Manager, you will be able to identify, define and drive contact center 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 collaborator alignment to detailed execution tasks such as leading communication plans, being responsible for operational command centers, and resolving launch-related issues.
RESPONSIBILITIES:
– Strategic Readiness Planning: Identify, define, and drive comprehensive contact center 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, handling 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; be responsible for or build vital 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. Using KPIs and data analysis (launch performance, feedback, NPS) 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 experience.
职位要求：
Minimum Qualifications：
4+ years of experience handling complex projects, programs, or initiatives, preferably within an online retail, contact center, or customer support environment.
Strong analytical and problem-solving skills; proven 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).
Experience working with China e-commerce platforms.
Bilingual in Chinese and English
Preferred Qualifications：
7+ 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.
BA/BS degree or equivalent practical experience; PMP or other relevant certification is a plus.
Hands-on experience with project management and collaboration tools (e.g., Wrike, Asana, Jira, Quip).
招聘部门：
Apple Corporate Functions
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的准备项目经理（Readiness Program Manager）职位是一个高度跨职能的角色，要求应聘者不仅具备项目管理的硬技能，还需要在在线零售和客户支持环境中有丰富的经验。这个职位的核心在于确保每一次产品、促销或项目发布时，联络中心都能做好充分准备，从而提供无缝的客户体验。面试官会特别关注你在跨部门协作、战略规划和数据分析方面的能力，尤其是在高压环境下的表现。 为了在面试中脱颖而出，你需要准备具体的案例来展示你如何成功领导过类似的发布准备项目。重点强调你在跨职能团队中的领导力、如何利用数据驱动决策，以及你在处理突发问题时的应变能力。此外，由于这是一个双语职位，确保你在面试中能够流利地切换中英文，展示你的语言能力和对中国市场的理解。着装方面，建议选择商务休闲装，既体现专业性又不失Apple的创新文化。
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