AMR Retail Executive Relations Team Manager

Summary

Posted: Oct 4, 2024

Role Number:200571790

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. 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 an AMR Retail Executive Escalations Representative to help us do extraordinary things. At Apple, we believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on even the smallest of details, we can make a significant impact on the customer experience. The Retail Executive Relations Team is responsible for customer service recovery. The team responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, Investor Relations, and other stakeholders. Representatives handle a wide range of complex problems, including the company’s most serious, sensitive, and visible customer satisfaction issues. Representatives will often liaise with business partners to identify and resolve improvement opportunities. Representatives exercise judgment and discretion to decide the appropriate course of action when needed.

Description

In this role, you will lead a team of regional employees who support executive escalations related to the Apple Store Online and Apple Retail Stores. Reporting to the Regional Retail Executive Relations Manager, the Executive Relations Team Manager will partner with management across functional areas, divisions, and regions in support of the ER team’s objective of continuous improvement in process, people, and technology. As a team, we contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn while also demonstrating Apple’s values of inclusion and diversity in daily activities.

Minimum Qualifications

• 4+ years of supervisory experience of leading teams in a customer service/support environment.
• Experience managing a diverse group of people and responsibilities and developing people to achieve great things.
• Experienced in leading people, projects or initiatives with a worldwide scope.

Preferred Qualifications

• Supervising and leading teams at Apple who support the customer experience
• Communicates with ease at all levels and teams.
• Ability to evaluate complex issues with multitude of factors and propose optimal solution(s).
• Influence leadership through poised presentations of concepts and recommendations.
• Thrives in an ambiguous environment and can think clearly in a fast-moving situation.
• Proactive team-player with a can-do attitude and a deep sense of ownership and accountability. Strong leadership skills with a proactive participative style.
• Comfortable taking on any crisis moments. Encourages direct and tough debate, and intuitively knows when to drive to a decision.
• Must display great ability to prioritize deliverables, focusing on critical path items, with a persistent attention to detail.
• Influence worldwide teams to ensure regional needs and preferences are represented in key operations decisions.
• Outstanding written and verbal presentation skills.