Program Manager, Retail Customer Experience Survey System

Program Manager, Retail Customer Experience Survey System

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. The WW Apple Retail Engagement, Marketing & Merchandising (REMM) team defines, makes and delivers programs, campaigns, initiatives and experiences that help Apple Retail's customers and teams discover, be inspired by, learn about and go further with Apple's products and services, and does so in a manner that is true to our values. Join Apple Retail's Customer Insights team as a Program Manager and be a driving force behind our global customer feedback survey program operations. In this pivotal role, you will be responsible for our Net Promoter Program survey infrastructure, leading innovative projects and developing system solutions, collaborating closely with technical and business partners, to keep our surveys in sync with the business as it evolves and ensure smooth daily operations. Your work supporting data and reporting systems will amplify the voice of the customer to thousands of team members and leaders worldwide, so that they can deeply understand customer journeys, measure the impact of critical business changes, and continuously find opportunities for improvement.

In this role, you will spearhead initiatives to build, optimize, and maintain the robust operational systems of our high-impact, high-visibility customer survey program. You will be instrumental in driving the overarching program infrastructure strategy, ensuring surveys are aligned to organizational goals with key partners, while expertly balancing strategic vision with hands-on project execution. Your contributions will directly enhance technological innovation within our daily operations.

Responsibilities

Strategic Project Management: Drive end-to-end project lifecycle, from conceptualization to successful implementation, translating business needs into precise requirements and ensuring on-time delivery, driving accountability for yourself and supporting partners.

System Optimization & Technical Insight: Monitor and optimize critical operational systems, drive issue resolution with technical teams, and continuously explore new technologies to enhance system design and efficiency.

Cross-Functional Collaboration: Cultivate robust relationships with diverse teams and vendor partners, acting as a trusted leader and championing accountability, high performance, and continuous improvement.

Impactful Communication: Ensure transparent, helpful, and proactive communication with all partners, tailoring messages effectively, and fostering alignment and collaborative success. Create and maintain thorough documentation for system designs, technical specifications, data flows, and operational procedures, to establish clarity, facilitate knowledge transfer, and support long-term maintenance.

Minimum Qualifications

7+ years project management experience, with dedication to continuous improvement, operational excellence, quality, and a willingness to challenge the status quo.

A proven track record of leading complex, cross-functional initiatives, preferably within a technical or data-focused environment.

Experience utilizing and leading teams through both Waterfall and Agile project management methodologies, including primary ownership for creating effective project plans with detailed timelines.

Excellent written and verbal communication skills, with the ability to effectively convey complex technical concepts to diverse audiences, influence partners at all levels, and foster collaborative relationships.

Bachelor's Degree or equivalent industry experience.

Preferred Qualifications

Experience working in a customer experience and/or retail function, ideally with multi-channel platforms (e-commerce, in-store, digital platforms).

Quantitative market research background is beneficial, particularly with international research and on the vendor side, bringing an understanding of diverse client needs and research methodologies.

Experience in system design, specifically orchestrating the integration and functionality of reporting tools and databases.

Working knowledge of (or willingness to learn) data querying languages (SQL, especially with Snowflake), data visualization tools (such as Tableau, Streamlit), text analytics, and emerging technologies such as large language models and generative AI.

Ability to create diagrams and documentation describing complex relationships between systems and surveys (Miro, OmniGraffle, Visio).

Relevant certifications in project management, change management, and/or business analysis (such as PMP, PMI, Scrum, Six Sigma) are a plus, but not mandatory.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $137,900 and $263,100, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.

Apple 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.