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Retail Online Communications Manager
Austin, Texas, United States Corporate FunctionsImagine 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.The Apple Retail Customer Care team is seeking an experienced manager to lead a team of software developers and technical project managers responsible for our transactional customer communications. In this role, you will guide a team to build, scale, and optimize the direct-to-customer communications that reach millions of Apple customers every day.Description As the Retail Online Communications Manager, you will lead a globally distributed team that creates email, SMS, and other direct-to-customer transactional communications. Operating in a fast-paced, continually changing environment, you will drive the strategy and execution of these critical customer touch points and translate between technical and business teams to turn ideas into action. You will also present insights and recommendations to leadership, adapting your communication style to fit cross-functional audiences.Responsibilities Lead, mentor, and advocate for a globally distributed team of project managers, developers, and support specialists, and drive career development, succession planning, and performance calibrations.Oversee the development and deployment of transactional communications, such as email, SMS, and push notifications, across Apple Retail platforms worldwide.Guide the team in executing across global communication channels by setting clear expectations, removing roadblocks, and reviewing project deliverables.Translate between technical and business teams to align priorities and drive execution from ideation to launch.Present strategic recommendations to leadership and cross-functional teams, adapting your communication style to the audience.Partner with cross-functional teams to assess operational feasibility and align on trade-offs and resource allocation.Foster a collaborative environment where team members feel empowered to share ideas and maintain composure during high-pressure retail moments and product launches.Identify and implement process improvements to build a scalable customer communications infrastructure.Minimum Qualifications Bachelor's degree in a related field, or equivalent experience7 years of experience managing projects or programs3 years of experience mentoring and guiding others through developmental and timely feedback, project milestones, and deliverables.Experience presenting to and influencing senior leadership through written and verbal communication, including advocating for the customer experience in written contentExperience managing multiple projects and programs simultaneously across a global scopeExperience leading geographically distributed teams while supporting a diverse and inclusive team cultureAbility to work outside of standard business hours and travel as business needs requirePreferred Qualifications 10+ years of experience leading cross-functional teams with worldwide scopeExperience with transactional communications, direct-to-customer messaging channels, and related infrastructureExperience managing remote or globally distributed teams across multiple time zonesTechnical leadership experience, including familiarity with templating engines, such as Apache Velocity, and software development practicesPMP, Scrum Master, or related project management certificationExperience navigating confidential information within matrixed organizational structuresAbility to foster an inclusive, collaborative team culture across a distributed workforceUnderstanding of Apple's brand voice, with the ability to advocate for the customer experience across written communicationsApple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicantAt Apple, we believe accessibility is a fundamental human right. You'll find that idea reflected in everything here - in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.Learn about accessibility in Apple's workplaceLearn about reasonable accommodations for job applicantsApple accepts applications to this posting on an ongoing basis.#J-18808-Ljbffr
