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Readiness Senior Program Manager

Apple· Support and Service
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Shanghaifull-timePosted 1w ago

About the role

Apple Store Online/RCC Readiness team seeks an experienced and agile Readiness Senior Program Manager to drive contact centre readiness for product, program, and promotional launches, coordinating cross-functional efforts to deliver a seamless end-to-end customer and employee experience.

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 to measure success and drive data-driven improvements.
  • Relationship Building: Cultivate strong relationships inside and outside the organization to influence outcomes and champion an exceptional launch and customer experience.

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; ability to interpret data (including customer feedback) and translate 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
  • 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.
  • 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 ownership, accountability, and attention to detail focused on delivering exceptional customer and employee experiences.
  • Exceptional organizational skills with the ability to prioritize against aggressive timelines and manage multiple initiatives concurrently.

Skills

Required:Strategic planningCross-functional leadershipCommunication and presentationData analysis and KPI trackingProject/program management
Last updated Oct 16, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

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