Retail Executive Relations Manager

Austin, TX 78701
  • Job Code
    200170399
Summary

Summary

Posted: May 18, 2020

Weekly Hours: 40

Role Number:200170399

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

Summary

Posted: May 18, 2020

Weekly Hours: 40

Role Number:200170399

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 Retail Executive Relations is looking for a Team Manager. In this role, you will be responsible for leading some of the best Specialists in Retail who support executive escalations and surveys related to the Apple Online Store and Apple Retail Stores.

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

Key Qualifications

  • 4+ years of management experience of exempt and non-exempt employees required
  • Obsessively focused on the customer experience
  • Keynote and Excel expertise-People ask you for tips on using these tools
  • Experience in people management with strong leadership background
  • Experience with Apple's Online and Apple Retail Stores preferred
  • Experience with co-employment preferred
  • Able to empower individuals and teams
  • 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
  • Excellent written and verbal communication skills
  • Strong work ethic with a high degree of flexibility
  • Ability to work in a fast paced, exciting environment
  • Detail oriented self-starter

Description

You know what it takes to encourage a team to build 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 high-performing team members, providing help when they need it and bringing out their very best. You know how to provide feedback and lead performance. You have a knack for planning, program development, and forecasting business needs. You're familiar with management systems and have established productivity tools you use to get things done. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it.

Responsibilities Include:
- Work on issues of vastly diverse scope requiring evaluation of a variety of factors
- Many critical issues have no playbook, meaning research and collaboration are required to form a new plan
- Frequently interact with supervisors, customers, and cross-functional managers on matters involving other functions/divisions within the company
- Determine how to use resources to meet objectives
- Lead direct staff of supervisors and individual contributors
- Work cross-functionally with retail fulfillment operations, market development, optimization/strategy, store leadership, as well as internal teams to resolve customer issues
- After identifying root cause, leads collaborative efforts across functions to address
- Summarize and reports back to the executive team all steps taken to resolve the customer issue and any Apple issues at root cause
- Work cross functionally with Retail Contact Center 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 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
- Effectively execute on management and administrative tasks such as holding staff meetings, conducting regular 1:1s, talent development, performance management, and defining goals and expectations for direct staff
- Requires working non-standard business hours such as evenings and weekends from time to time

Education & Experience

BS degree, plus proven experience in a customer service/support environment

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.

Additional Requirements

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Retail Executive Relations Manager

Apple, Inc.
Austin, TX 78701

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