Senior Product Manager, Customer Support Shopping Applications, Apple Store Online

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. This role will Ideate and implement generative solutions within the contact center infrastructure supporting end-to-end specialist and Customer journey, including, but not limited to enhancing how we route engagements, enable Omnichannel/multimodal experiences, personalize the experience for Specialist and Customers, and introduce solutions that speed ramp for specialists. Minimum Qualifications 7+ years of professional experience in Product Management for e-commerce or a consumer digital product development Record of leading complex technical projects with direct ownership of a product portfolio. Demonstrated ability to communicate effectively and influence at all levels of an organization Experience leveraging data and insights to deliver customer-facing digital products and capabilities globally BA/BS degree or 11+ years professional experience in a directly relatable role Preferred Qualifications Experience with E-commerce environment, specially in order and support processes, customer contact methodologies, contact center applications and processes Advanced knowledge of the software development lifecycle (SDLC) and Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall) Understanding of and application of AI within a contact center environment Capable of leading technical discussions involving software infrastructure/architecture, APIs, programming languages, and other technical subject matter Demonstrated experience being an interface between business and technical teams. Experience in one or more of the following UI/UX design macOS experience Experience with User Acceptance Testing (UAT) and best practices BA/BS in Computer Science or a technical degree