Summary Posted: Sep 21, 2023 Weekly Hours: 40 Role Number: 200498077 Imagine what you could do here. At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it.
The Retail Executive Relations Supervisor will lead a team of regional exempt employees who support executive escalations and surveys related to the Apple Online Store and Apple Retail Stores. Reporting to the Regional Executive Relations Manager, the Executive Escalations Supervisor 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.
The ideal candidate is a natural leader and facilitator; a strategic thinker who can “connect the dots” of the bigger picture, as well as, being comfortable in the details of the deliverables; communicates with ease at all levels; is adept at facilitating actions and resolving conflicts; manages through relationships and influence; and displays patience under fire. Key Qualifications Key Qualifications 3+ years of supervisory experience of leading teams, plus proven experience in a customer service/support environment. Discretion when dealing with confidential information. Exhibit ability to make the right decisions based on deep analysis, experience, and judgment. Seek and incorporate guidance. Skilled managing a diverse group of people and responsibilities and developing people to achieve great things. 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. Influence leadership through poised presentations of concepts and recommendations. Ability to evaluate sophisticated issues with multitude of factors and propose optimal solution(s). 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. Excellent written and verbal communication skills in both Chinese & English. Description Description - Directly supervises executive escalations employees, assigning tasks, and checking work at frequent intervals. Advises and may become actively involved, as needed, to resolve escalations on time.
- Develops direct reports through setting and reviewing goals, expectations, and accomplishments.
- Manages a closed-loop process to identify and drive opportunities for efficiency improvements.
- Works on issues of vastly diverse scope requiring evaluation of a variety of factors. Demonstrates excellent independent judgement and discretion to determine appropriate actions.
- Many critical issues have no playbook, meaning research and collaboration are required to form a new plan. Is a sought-after cross-functional partner.
- Works cross-functionally with retail fulfillment operations, market development, optimization/strategy, store leadership, and RCC management to resolve customer issues.
- After identifying root cause, tracks collaborative efforts across functions to address findings.
- Summarizes and reports back steps taken to resolve the customer issue and any Apple issues at root cause.
- Work with retail contact center's Vendor Management, Procedures, Process, and Training teams to drive closed loop measures efficiently and successfully.
- Drive operational improvements, identify methods to improve customer satisfaction, share standard methodologies, and take action on improvement opportunities.
- Responsible for workflow and backlog management, requiring development of schedule and performance management targets. Education & Experience Education & Experience Bachelor Degree or equivalent experience. Additional Requirements Additional Requirements Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about disclose or discuss their compensation or that of other applicants.
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