Support Insights Program Manager, AMR

Summary Posted: Dec 8, 2023 Role Number: 200527492 The Global Retail Support team is a diverse collective of thinkers and doers, continuously reimagining our products and practices to help people do what they love in new ways. That innovation is passionate about a shared dedication to great work — and to each other. Because learning from the people here means we’re learning from the best! 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 AMR and Service Today at Apple Operations team helps our stores implement the tools and programs that empower our teams to provide a one of a kind, only at Apple experience. The Retail Support Insights Program Manager will join a hardworking team that works diligently to elevate Support experiences for our teams, our customers, and Apple. Key Qualifications Key Qualifications 5+ years of customer support experience and 3 + years retail or technical team leadership experience Expert user of Mac OS X, iOS, watchOS, tvOS, and Apple hardware Proficient in Excel, Numbers, Pages and Keynote applications An in-depth understanding of retail support strategies and operations Excellent verbal and written communication skills Strong data analysis skills with the ability to transition analysis into actions Proven track record of providing a high level of support to internal and external customers Ability to juggle competing priorities and shift focus to support changing needs of the business Contributes to an inclusive environment through respecting each others’ differences and having the curiosity to learn Demonstrates Apple’s values of inclusion and diversity in daily activities Description Description We are looking for Program Manager who will be responsible for working collaboratively and directly with Apple Retail stores to drive execution of service strategies, limit operational expense, and increase service revenue within a dedicated group of stores. This includes: proactively partnering with stores and internal teams to create targeted strategies to minimize operational expense and enhance service revenue, inspiring and empowering leaders and team members in our stores to do their best work, tracking performance over time, and sharing results and feedback to leadership and other partners. Key cross-functional partners will include: Global Retail Support teams, Store Operations Field Leaders, Market Directors, AppleCare Finance, Retail Finance, Retail Engagement & Marketing and more. Education & Experience Education & Experience BA or BS preferred Additional Requirements Additional Requirements Position requires up to 30% travel