Apple Store Online Communications Manager

Imagine what you could do here! The people here at Apple don't just create products, they build the kind of wonder that has revolutionized entire industries. It is 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 hard-working, globally distributed team who create email, SMS, and other direct-to-customer transactional communications. Operating in a fast-paced, continually changing environment, you will be the subject matter expert driving the strategy and execution of these critical touch points.

Responsibilities:

Develop trusted cross-functional relationships, translating between technical and business teams to drive what matters from ideation to execution.

Oversee the development and deployment of worldwide transactional communications (Email, SMS, etc.) across Apple Retail platforms, coordinating work methods, execution, and results.

Present information, insights, and strategic recommendations to Leadership and cross-functional peer groups, adapting your communication style to align with the audience and drive strategic discussions.

Advocate for the customer experience through all written communications, maintaining a sensibility for the Apple brand.

Manage and inspire a high-performing team of technical project managers and software developers through their individual development plans, provide timely feedback, and manage performance reviews and calibrations.

Foster Apple Retail culture by creating a diverse, inclusive, and trusting environment, modeling the highest standards of conduct, ethics, and strict adherence to Apple's values of confidentiality.

Propose and implement process improvements for your team and across cross-functional work streams to build best-in-class, scalable customer outreach infrastructure.

Collaborate with engineering leads and product management to share critical program tracks, assess the impact of new features, and prioritize roadmaps and Capital Plans.

Preferred Qualifications

10+ years of experience leading cross-functional teams with worldwide scope.

Subject matter expertise in transactional communications, direct-to-customer messaging channels, and related infrastructure.

Experience managing remote or globally distributed teams across multiple time zones.

Technical leadership experience, including familiarity with templating engines (such as Apache Velocity) and fundamental software development.

Background presenting to and influencing senior leadership.

PMP, Scrum Master, or related project management certifications.

Experience navigating confidential information and complex, matrixed organizational structures.

Minimum Qualifications

7 years of experience in project/program management, including leading cross functional partners in a technical field.

3 years of experience mentoring and guiding others through developmental and timely feedback, project milestones, and deliverables.

Experience leading and collaborating with cross-functional teams (engineering, product, operations) to translate business requirements into technical solutions without direct management authority.

Proficiency driving multiple high-impact projects simultaneously

Experience fostering a diverse, inclusive, and collaborative team culture within a geographically distributed workforce.

Ability to work outside of typical business hours and flexibility to travel per business needs.