Area Manager - AMR Channel Service Support

Austin, TX 78701
  • Job Code
    200282661
Summary

Summary

Posted: Sep 2, 2021

Weekly Hours: 40

Role Number:200282661

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and...Summary

Summary

Posted: Sep 2, 2021

Weekly Hours: 40

Role Number:200282661

Imagine what you could do here. At Apple, new ideas 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.

AppleCare Area Managers in Channel Service Support are responsible for leading multiple teams of AppleCare Team Managers and individual contributors and have direct accountability and ownership for the team's results. Area Managers are accountable for supervising service quality, staffing productivity, efficiency and ensuring consistent extraordinary customer satisfaction. They achieve a high standard of excellence by demonstrating mastery in functional areas, anticipating broader business needs and translating strategic goals into tactical plans. Area Managers have a balance of customer and business focus and have a passion to develop future leaders.

This role involves the management of the front line escalation team who provides support to Apple's Authorized Service Providers (AASP), Apple Retail Stores, Distributors, Independent Repair Service Providers and Apple internal partners in solving technical and administrative issues.

Key Qualifications

  • Previous people management experience
  • 3-5 years experience running a very fast paced Customer Service or Customer Support organization.
  • Demonstrated experience in successfully mentoring diverse teams
  • Solid understanding of systems such as SAP, GSX, GCRM, iLog, GSX and Mobile Genius a plus.
  • Solid understanding of Service Channels and Programs
  • Broad supply-chain operations experience with knowledge of inter process complexities
  • Strong communication skills, both verbal and written. A proven track record of communicating clearly at all levels of the organization
  • Excellent forward thinking capabilities. Ability to see beyond the current state, identify risks/opportunities and drive project teams toward the desired program outcome.
  • Ability to learn quickly, adapt to change and consistently multi-task
  • Excellent analytical and problem solving skills. Action and detailed oriented.
  • Customer-centric attitude with demonstrated ability to work independently with the utmost professionalism, integrity and dependability
  • Ability to maintain a positive attitude in a high stress/fast paced work environment
  • Works effectively within a global business environment where engagement with global counterparts is required to standardize business practices and processes across regions. Coordinating efforts with other regions, often requiring additional hours and late/early phone calls
  • Highly tactical in nature, approaches problems and projects systematically and is energized by working in a fast paced and ever-changing environment.
  • Demonstrated background in continuous improvement and application in a program/project oriented role

Description

Understanding of AppleCare service processes and programs
Experience in managing technical and administrative front line chat and back office off-line support
Communicates regularly to key partners to ensure quality of support and strategy alignment
Effective management of employees via provision of development plans, career goals and consistent employee performance monitoring and feedback.
Influence decisions and facilitate change management through collaboration and leadership
Anticipate potential problems/risks and work proactively to implement solutions to a wide range of cross functional issues
Foster trust of key AppleCare partners by ensuring flawless execution on projects and support
Ability to handle at times a very challenging workload and continue to drive improvements and efficiencies
Provide reports to management on projects and highlight any issues with proposed preventative actions
Find opportunities for automation, integration and process improvement

Education & Experience

BA/BS degree a plus with a minimum of 3-5 years of related experience
MBA a plus but not required
Spanish and / or Portuguese a plus
Six Sigma certification a plus

Additional Requirements

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Area Manager - AMR Channel Service Support

Apple, Inc.
Austin, TX 78701

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