Order Support Area Manager

Austin, TX 78701
  • Job Code
    200265975
Summary

Summary

Posted: Jul 16, 2021

Weekly Hours: 40

Role Number:200265975

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer ex...Summary

Summary

Posted: Jul 16, 2021

Weekly Hours: 40

Role Number:200265975

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!

The Order Support Team is looking for an Area Manager. In this role, you will be responsible for leading 4-6 team managers that support our current Specialists that provide customers with an extraordinary Apple Experience! You will execute according to business requirements cascading from upper management. You will report directly to a Senior Area Manager.

This role is located on our campus in Austin, Texas.

Key Qualifications

  • 4+ years of management experience in a contact center environment required
  • Customer Service/Support experience required
  • Experience in people management with strong leadership background
  • Experience with co-employment preferred
  • Able to motivate individuals and teams
  • Skilled in fundamentals of leadership
  • Ability to quickly understand customer impact of issues and identify possible resolutions
  • Strong analysis and problem solving skills
  • Strong decision-making skills and sound judgment
  • Experience establishing and documenting improved efficiencies in workflow and system processes.
  • Be able to clearly identify goals, communicate vision for the team, and then deliver results consistent with that message.
  • Experience with SAP, spreadsheet management, and Keynote
  • Strong and effective written and verbal communication skills including ability to tailor your message to your audience
  • Strong work ethic with a high degree of flexibility
  • Ability to work in a fast paced, challenging environment
  • Detail oriented self-starter

Description

You know what it takes to encourage a team to create an incredible customer experience with every interaction. You're a role model and leader who advocates for their team. You are able to coach, mentor and guide a group of Team Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You have a knack for strategic planning, program development, and forecasting business needs. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it.

As a Order Support Area Manager, you will:

Lead direct staff of Team Managers and individual contributors.
Work cross functionally with Retail Customer Care management, global peers, and internal partners on initiatives to improve aspects of the business
Work with Vendor Management, Vendors and Training teams to ensure partnerships are executed efficiently and effectively
Drive operational improvements, identifies methods to improve customer satisfaction, shares best practices, and takes action on improvement opportunities
Effectively execute on management and administrative tasks such as holding staff meetings, conducting regular one-on-one's, talent development, performance management, and defining goals and expectations for direct staff.
Drive understanding of staff and specialists needs based on employee feedback. Identifies possible ways to improve employee satisfaction.
May require working non-standard business hours such as evenings and weekends.

Education & Experience

BS degree and/or 3-5 years experience in a customer service/support environment

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.


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Order Support Area Manager

Apple, Inc.
Austin, TX 78701

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