Retail Executive Relations Supervisor

Austin, TX 78701
  • Job Code
    200237681
Summary

Summary

Posted: Apr 22, 2021

Role Number:200237681

Home Office: Yes

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire...Summary

Summary

Posted: Apr 22, 2021

Role Number:200237681

Home Office: Yes

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 Escalations Supervisor will lead a team of regional exempt employees who support executive customer concerns and surveys related to the Apple Online Store and Apple Retail Stores. Reporting to the Regional Executive Relations Manager, Retail Executive Escalations Supervisor 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.

Key Qualifications

  • 3+ years of supervisory experience of leading teams at Apple, plus proven experience in a customer service/support environment, with a minimum of 6 months experience managing an Executive Escalations Team
  • Strategic thinker who can "connect the dots" of the bigger picture.
  • Communicates with ease at all levels and teams.
  • Discretion when dealing with confidential information.
  • Exhibit ability to make the right decisions based on deep analysis, experience, and judgment. Seek and incorporate guidance.
  • Adept at facilitating actions and resolving conflicts.
  • 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.
  • Manages through relationships and influence.
  • 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 complex 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.
  • Outstanding written and verbal presentation skills.

Description

The Retail Executive Escalations Supervisor directly supervises executive customer concerns employees, assigning tasks, and checking work at frequent intervals. They advise and may become actively involved, as needed, to resolve escalations on time. Supervisors develop direct reports through setting and reviewing goals, expectations, and accomplishments. They manage a closed-loop process to identify and drive opportunities for efficiency improvements. Each supervisor works on issues of vastly diverse scope requiring evaluation of a variety of factors. They consistently demonstrate excellent independent judgment and discretion to determine appropriate actions. Supervisors work 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. They work with RCC Vendor Management, Procedures, Process, and Training teams to drive closed loop measures efficiently and successfully. Supervisors drive operational improvements, identify methods to improve customer satisfaction, share standard methodologies, and take action on improvement opportunities. They are responsible for workflow and backlog management, requiring development of schedule and performance management targets.

Education & Experience

Bachelor Degree or equivalent experience.

Additional Requirements

  • Flexible to working non-standard business hours such as evenings and weekends as needed.
  • At- Home Requirements: A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 3 megabits upload) from a reliable provider
  • If you live in Colorado, please click here. This disclosure is required by Colorado law and only applies to Colorado residents.
  • 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 is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.


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Retail Executive Relations Supervisor

Apple, Inc.
Austin, TX 78701

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